Company's success and continuance depend on customer retention and this can only be achieved by rendering quality services . 70% of the reasons why a customer decides to change a supplier is due to service problems . It is much more expensive to attract a new customer than to keep a current one . To get a competitive advantage over others through a continuous improvement of the service The staff that interacts with the customer on a daily basis is the image of the company. Staff's skills, courtesy and service attitude make the customer build an opinion about the company's service quality. These are the most important positions in a company because they are the ones which must satisfy the customer
Quality Control
Fitness for use.. Meeting specified requirements. Meeting standards requirements. Having consistency in products. Emphasis on inspection and checking.
These definitions of product Quality have control philosophy oriented towards segregating good from bad i.e. nothing but postmortem.
Quality Assurance
QA is systematic process of checking to see whether a product or service being developed is meeting specified requirements * Wherever possible, start from building quality at design stage only & work to a particular method.
External Customer
The external customer is someone who signs a check, pays our employer, and ultimately makes our paycheck possible. External customers have choice, and if they don't like your product or service can take their business elsewhere.
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Internal Customer
A co-worker, another department,
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Quality is everywhere !!
Quality in manufacturing
Experienced during and after the product is ready Corrections can be done during process of manufacturing Attributes are tangible and measurable e.g. dimensions, finishing, viscosity
Quality in Service
Experienced on continuous basis through during transaction Not possible to correct as damage has already taken place. Measurement difficult as it is either perception or feelings. Direct transaction with masses. Attributes are intangible and difficult to measure Important dimensions are time, courtesy, Consistency, Accessibility, convenience, accuracy and responsiveness
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Lean Thinking
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Performance
Continuous improvement
Time
Quality Circles - Groups of employees who voluntarily meet together on a regular basis to identify, define, analyze and solve work related problems.
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Measurement factors
Standard SERVQUAL factors developed by Parasuraman, Zeithaml & Berry Tangibles Reliability Responsiveness Assurance Empathy
ISO 9000 - The ISO 9000 family of standards represents an international consensus on good management
practices with the aim of ensuring that the organization can time and time again deliver the product or services that meet the clients quality requirements.
a) ISO 9000:2000 Fundamentals and Vocabulary b) ISO 9001:2000 Quality Management Systems Requirements c) ISO 9004:2000 Quality Management Systems Guidelines for performance improvements d) ISO 19011: 2002 Guidelines for quality and/or environmental management systems auditing
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Customer Satisfaction !!
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AnY Qs
Presented by
Prashant Marathe Pushkar Mathure Irfan Petiwala Santosh Patil Mary Lobo