Exam 2- Chapters 6 ,7 ,4 Flashcards
1
Q
What are the five dimensions of service quality
A
- Reliabilty
- Responsiveness
- Assurance
- Empathy
- Tangible
2
Q
how can service firms differentiate themselves
A
they offer a service guarantee
3
Q
what is a service guarantee
A
it offers dissatisfied customers a refund, discount or free service
-offers customer feedback
4
Q
what is a service quality gap
A
it is the difference between a customers expectations of a service and the perceptions of the service that is delivered.
5
Q
what is a customer contact called
A
a customer contact is called a moment of truth and an opportunity to satisfy or dissatisfy a customer
6
Q
How can you achieve customer satisfaction
A
by comparing the perceptions of the service received with expectations of the service that is desired
7
Q
what happens when expectations are exceeded
A
service is perceived to be of exceptional quality and a pleasant surprise
8
Q
what happens when expecations are not met
A
service is deemed unacceptable
9
Q
what happens when expectations are confirmed by perceived service quality
A
quality is satisfactory
10
Q
What determines our expectations
A
word of mouth
personal needs
past experience
11
Q
ES< PS
A
EXPECTATIONS EXCEEDED
12
Q
ES=PS
A
Expectations are met
13
Q
ES>PS
A
expectations are not met
14
Q
what do customers use to judge service quality
A
the five dimensions
15
Q
what is reliabilty
A
The ability to perform the promised service accurately and dependably
ex. in the same manner and without errors
ex. mailman
16
Q
What is responsiveness
A
the willingness to help a customer and to provide promt service
17
Q
what is assurance
A
the knowledge and courtesy of employees as well as their ability to convey trust and confidence
ex. politeness, respect
18
Q
what is empathy
A
the provision of caring and individualized attention to the customer
ex. friendly, courteous
19
Q
what are tangibles
A
the apperance of physical facilities equipment and personnel
20
Q
what is GAP 5
A
the difference between the customers expectations and perceptions –> customer satisfactions
21
Q
what are the 5 gaps in the service quality GAP model, describe
A
- market research- Diff. cust. exp and mgmt. percep
- Design- mgmt target levels 4 serv. quality
- Conformance- actual delivery of conf. not meet specif.
- Communication- exagerated promises
- Customer satisfaction
22
Q
what is a servqual instrument
A
an effective tool for surveying customer satisfaction based on the service quality gap model
-uses all five dimensions in the questions
23
Q
what is a walk through audit
A
an oppurtunity to evaluate the service experience from a customers perspective.
-is operationsand production oriented - opprtunity for improvement
24
Q
what are the steps for a walk through audit
A
- Prepare a flowchart for customers interactions
- develop a questionaire for all processes
- use tge survey for customers employees and managers
- identify the gap and work to reduce deviations
25
incorporating quality in the service package
1. supporting facility - ex. decentralized heating
2. facilitating goods- ex. table mounted to wall
3. information- ex. online computer
4. explicit- maids clean room in standard manner
5. Implicit - individuals with pleasant apperance.
26
what is the tamaguchi meathod
- Robust design so they work under adverse conditions -
ex. automated room announcement to maids when rooms are available
- find the optimal paramater and values
- quality is the minimum of loss imparted to the societyby a product after its shipped to a customer
27
what is a poka-Yoke (failsafing)
- in process quality control mechanisims and routines used by employees to achieve high quality without costly inspection.
- uses checklist or manuals to not let employees make mistakes
- service errors can originate from both server and customer.
28
what are the categories for service provider errors
1. Task - ex. scoop for potatoes
2. Treatment ex.eye contact
3. tangibles ex. mirrors in a break room
29
what are the three categories for customer errors
1. Preparation- fill out surveys to ensure treatment
2. Encounter- use of height bars at rides
3. Resolution- helpsmold customer behavior as they exit service ex. tray return stands at trash bins at entrance.
30
what is quality function deployment
it provides customer input at the product design stage -aka : house of quality.
*products should be designes to to reflect customers desires and taste and the mfg, marketing, engineering should be coordinated
31
what are the steps for a quality function deployment
1. what is the aim of the project
2. what is the customer expectations
3. what aer the elements of the service
4. strenghts in elements
5. associations between customer expectations and service elements
6. weight the service elements
7. improvement difficulty rank
8. assessment of competition
9. strategic asesment and goal setting
32
what are the four categories of quality cost
1. Internal failure cost- defects before ship
2. external failure cost- failures after ship
3. detection cost- inspectionof purch materials
4. prevention cost- keeping defects from occuring
33
what is the performance of a service often judge by
it is judged by key indicators ex. SAT for college
| ex. end of day balance for a teller
34
what is a type one error
when a process is deemed out of control when in fact it is preforming correctly and it is the producers risk
35
what is a type two errors
when the process is deemed to be functioning properly when it is in fact out of control
-customers risk
36
what is a control chart
a visual display used to plot avergae values of a measure of performace over timeto determine if the process remains in control
37
what happens when something happens outside the control limits
the process is considered out of controls
38
what are the steps in construction a quality control chart
1 decide some measure of service sys. perfomance
2. collect historical data for population mean
3. decide on the sample size and calculate the three standard deviations
4. graph the control chart
5. plot sample means collected at random and interpret results
6. update control chart on periotic basis
39
what are the two types of controls charts
1. variable controls charts- record measurements that permit fractional values such as lenght and weight
2. attribute control chart (p chart)- records discrete data such as # of defectsof errors in percentages
40
what does an X chart do
detect changes in the process mean of a continuous variable
41
what does the R chart do
measures the process dispersion
42
what are the five dimensions of service guarantee
1. Must be unconditional
2. Must be easy to communicate and understand
3. Meaningful
4. Easy to invoke
5. Easy to collect
43
unconditional service guarantee from a managers perpective
1- focuses on the customer
2-sets clear standards
3- guarantees feedback
4- Promotes understanding of the service delivery process
5-Builds loyalty by making expectations explicit
44
what are the stages in quality development summary
- Inspection
- statistical process control
- quality training programs
- cost of quality
- unconditional service guarante
- quality service by design
- quality function deplyment
45
what are the stages in the service quality ladder
1. inspection
2. statistical control
3. employee training
4. cost of quality
5. unconditional service guarantee
6. quality service by design
7. quality function deploment
46
What are thre three stages of the service recovery framework
1. Pre recovery phase
2. recovery stage
3. follow up phase
47
what make us the pre recovery phase
severity of the failure
loyalty of the customer
service guaranteed
previous experiene
48
what makesup the recovery phase of the service recovery framework
staff empathy
appropriate response
speed of recovery
frontline discretion
49
what makes up the follow up phase in the service recovery phase
tangibles such as trinquets
| -discounts for return visits
50
what are some approaches to service recovery
1. case by case approach
2. systematic response approach- protocol
3. early intervention approach- before they affect the customer
4. subtitute service recovery
51
what are the foundations of continuous improvement
- customer satisfaction
- management by facts
- respect for people
52
what are the steps in demings approach to continuous improvements
Plan: select the problem and analyze it
Do: implement the solution
check: check the results of the change
Act: reflect on learning from the experience
53
what is the objective of problem solving
eliminate the causes of the problem so they do not reccur
54
what are the problem solving steps in the PDCA
- recognize the problem
- form quality improvement teams
- define the problem
- develope performance measures
- analyze the problem
- determine possible causes
- select and implement solution
- evaluate the solution
- ensure performance
- continuous improvement
55
what are the tools that quality improvement teams use in the PDCA process?
- check sheet
- run chart
- histograph
- pareto chart
- flow chart
- cause and effect diagram
- scatter diagram
- scatter diagram -control chart
56
what is a check sheet
historical record of observations and represents a source of data to begin analysis andproblem identification.
57
what is a run chart
it tracks the changes in an important process variable over time and detects trends, shifts or cycles in performance
58
what is a histogram
presents data collected over a period of time as a frequency distribution in bar chart form
- bimodal or unimodal
- different means underlie the data
- ex. seasonality
59
what is a pareto chart
orders problems by their relative frequency in a descending bar graph to focus efforts on the problem that offers the greatest potential improvement.
- 80/20 rule
- 80 % of wealth resides in 20 percent of its citizens
60
what is a flow chart
are a visual representation of a process and help team members identify points where problems might occur or intervention points for a solution.
-diamond= decision points
-rectangles- activities
ovals- begining and end points
61
what is a cause and effect diagram
```
cause and effect analysis offers a structured approach for a team to identify, explore, and display graphically all the possible causes related to a problem to discover the root cause.
-aka- fishbone diagram
-problem at the head
sections in a cause and effect
1. information
2. customers
3. material
4. procedures
5. personnel
6. Equipment
```
62
what is a scattered diagram
visually shows the relationship between two variables
| -plots possible causes against the problem and u can see where there isa strong correlation
63
what is a control chart
- used to monitor a process
| - shows when a proces sis out of control ex. the plot did not remain within the boundaries
64
what is benchmarking
a company compares its performance with the performance of other companies for being best in class
65
what are the steps in the benchmarking process
1. select criteria processes that needs improvement
2. identify the organization that excells in the process
3. contact the firm, make a visit
4. analyze the findings
5. improve the process accordingly
66
what are demmings 14 points
1. Create consistancy of purpose
2. adopt new philosophy
3. cease dependence on mass inspection (too late & costly)
4. cease doing business on price tag alone
5. continual improvement of process
6. institute modern meathods of training on the job
7. institute modern methods of supervising
8. drive ou fear
9. break down barriers between departments
10. eliminate numerical goals fort he workforce
11. eliminate work standards and numerical quotas
12. allow pride in workmanship
13. institute a program of self- improvement
14. Do it. create structure in management that will push every day on the points mentioned above.
67
what is the baldrige national quality award
recognized US companies that excel in quality achievement and management.
68
what are the 5 categories available for the baldridge award
1. manufacturing companies
2. service companies
3. health care
4. education
5. small business
69
what are the baldridge quality award criteria
1. Leadership-
2. Strategic planning -
3. customer and market focus
4. measurement, analysis and knowledge management
5. workforce focus
6 process management
7. results
70
what is included in leadrship of Baldridge award
- organizational leadership
| - public reponsibility and citizenship/ social responsibility
71
what is included in strategic planning of baldridge award
- strategy development
| - strategy deployment
72
what is included in customer and market focus in baldridge award
- customer and marketing knowledge
| - customer relationships and satisfaction
73
what is included in measurement, analysis and knowledgeme management in baldridge award
- measurement and analysis og organizational performance
| - information management
74
what is included in workplace focus of baldridge award
- work systems
- employee education, training and development
- employee well being and satisfaction
75
what is included in process management of baldridge award
- product and service processes
- business processes
- support processes
76
what is included in business results in the baldrige award
- customer focused results
- financial and market results
- human resources results
- organizational effectiveness results
77
what it ISO 9000 series of quality management system standards
it is a series of quality standards defined by the international organization for standardizaiton.
- global adaptation makes it a critical business standard
- this certification signals that a firm has a quality management system in place that ensures consistency of output quality
78
what are some important characteristics of ISO 9000
1. it does not prescribe specific practices
2. it does not say anything about the quality of a product or service iteself
3. certification is provided by a highly decentralized system of auditors
* only involved in the design and updating standards not in certification
79
what are the three component cycle of ISO 9000
1. Planning
2. Control
3. Documentation
80
who introduced six sigma
motorola wantedto highlite quality problems in defects per million
81
what is the objective of six sigma
to reduce or narrow variations in performance and that six standard deviations can be squeezed within the limits defined by customers expectations
82
what are the limits defined by customers expectations
upper specification limit and lower specification limit
83
what is a process capability index
a statistical measure of how much the process variablity has been reduced in achieving that goal
84
how many errors are acceptable in six sigma
the goal is to have 3.4 errors per million customer encounters
85
what is the order of six sigma employees ?
1. project memeber
2. green belt
3. black belt
4. black master belt
5. champion
6. executive
86
what does six sigma use to restructure the improvement efforts or existing process not performing well
DMAIC
- Define
- measure
- analyze
- improve
- control
87
what is the focus of lean service
focuses on waste elimination, continuous flow, and customer demand pull
aka: just in time production
88
what are the three guiding principles of lean production
1. satisfy the needs of the customer by performing only those activities tha add value in the eyes of the customer
2. define the value stream by flowcharting the process to identify both value added and non value added activitites
3. eliminate waste. waste is any activitiy that the customer is not willing to pay
89
what are the steps to achieve lean service
1. identify kep processes in the organization
2. select the most important processes and order by important
3. analyze how the process can be changed to move toward prfection
4. ask what changes will be needed to sustain the future state process
5. implement necessary changes
6. when the perfect state has been achieve decide what to do with excess people
7. when everything is done, start the cycle again
90
what is value stream mappin in service
tools that maps out a process to uncover opportunities for improvement by using lean management concepts.
