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MGMT 435- Service Organization > Exam 2- Chapters 6 ,7 ,4 > Flashcards

Exam 2- Chapters 6 ,7 ,4 Flashcards

1
Q

What are the five dimensions of service quality

A
  1. Reliabilty
  2. Responsiveness
  3. Assurance
  4. Empathy
  5. Tangible
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2
Q

how can service firms differentiate themselves

A

they offer a service guarantee

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3
Q

what is a service guarantee

A

it offers dissatisfied customers a refund, discount or free service
-offers customer feedback

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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.

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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

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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

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7
Q

what happens when expectations are exceeded

A

service is perceived to be of exceptional quality and a pleasant surprise

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8
Q

what happens when expecations are not met

A

service is deemed unacceptable

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9
Q

what happens when expectations are confirmed by perceived service quality

A

quality is satisfactory

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10
Q

What determines our expectations

A

word of mouth
personal needs
past experience

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11
Q

ES< PS

A

EXPECTATIONS EXCEEDED

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12
Q

ES=PS

A

Expectations are met

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13
Q

ES>PS

A

expectations are not met

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14
Q

what do customers use to judge service quality

A

the five dimensions

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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

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16
Q

What is responsiveness

A

the willingness to help a customer and to provide promt service

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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

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18
Q

what is empathy

A

the provision of caring and individualized attention to the customer
ex. friendly, courteous

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19
Q

what are tangibles

A

the apperance of physical facilities equipment and personnel

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20
Q

what is GAP 5

A

the difference between the customers expectations and perceptions –> customer satisfactions

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21
Q

what are the 5 gaps in the service quality GAP model, describe

A
  1. market research- Diff. cust. exp and mgmt. percep
  2. Design- mgmt target levels 4 serv. quality
  3. Conformance- actual delivery of conf. not meet specif.
  4. Communication- exagerated promises
  5. Customer satisfaction
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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

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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

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24
Q

what are the steps for a walk through audit

A
  1. Prepare a flowchart for customers interactions
  2. develop a questionaire for all processes
  3. use tge survey for customers employees and managers
    - identify the gap and work to reduce deviations
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25
Q

incorporating quality in the service package

A
  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.
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26
Q

what is the tamaguchi meathod

A
  • 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
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27
Q

what is a poka-Yoke (failsafing)

A
  • 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.
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28
Q

what are the categories for service provider errors

A
  1. Task - ex. scoop for potatoes
  2. Treatment ex.eye contact
  3. tangibles ex. mirrors in a break room
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29
Q

what are the three categories for customer errors

A
  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.
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30
Q

what is quality function deployment

A

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

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31
Q

what are the steps for a quality function deployment

A
  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
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32
Q

what are the four categories of quality cost

A
  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
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33
Q

what is the performance of a service often judge by

A

it is judged by key indicators ex. SAT for college

ex. end of day balance for a teller

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34
Q

what is a type one error

A

when a process is deemed out of control when in fact it is preforming correctly and it is the producers risk

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35
Q

what is a type two errors

A

when the process is deemed to be functioning properly when it is in fact out of control
-customers risk

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36
Q

what is a control chart

A

a visual display used to plot avergae values of a measure of performace over timeto determine if the process remains in control

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37
Q

what happens when something happens outside the control limits

A

the process is considered out of controls

38
Q

what are the steps in construction a quality control chart

A

1 decide some measure of service sys. perfomance

  1. collect historical data for population mean
  2. decide on the sample size and calculate the three standard deviations
  3. graph the control chart
  4. plot sample means collected at random and interpret results
  5. update control chart on periotic basis
39
Q

what are the two types of controls charts

A
  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
Q

what does an X chart do

A

detect changes in the process mean of a continuous variable

41
Q

what does the R chart do

A

measures the process dispersion

42
Q

what are the five dimensions of service guarantee

A
  1. Must be unconditional
  2. Must be easy to communicate and understand
  3. Meaningful
  4. Easy to invoke
  5. Easy to collect
43
Q

unconditional service guarantee from a managers perpective

A

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
Q

what are the stages in quality development summary

A
  • Inspection
  • statistical process control
  • quality training programs
  • cost of quality
  • unconditional service guarante
  • quality service by design
  • quality function deplyment
45
Q

what are the stages in the service quality ladder

A
  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
Q

What are thre three stages of the service recovery framework

A
  1. Pre recovery phase
  2. recovery stage
  3. follow up phase
47
Q

what make us the pre recovery phase

A

severity of the failure
loyalty of the customer
service guaranteed
previous experiene

48
Q

what makesup the recovery phase of the service recovery framework

A

staff empathy
appropriate response
speed of recovery
frontline discretion

49
Q

what makes up the follow up phase in the service recovery phase

A

tangibles such as trinquets

-discounts for return visits

50
Q

what are some approaches to service recovery

A
  1. case by case approach
  2. systematic response approach- protocol
  3. early intervention approach- before they affect the customer
  4. subtitute service recovery
51
Q

what are the foundations of continuous improvement

A
  • customer satisfaction
  • management by facts
  • respect for people
52
Q

what are the steps in demings approach to continuous improvements

A

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
Q

what is the objective of problem solving

A

eliminate the causes of the problem so they do not reccur

54
Q

what are the problem solving steps in the PDCA

A
  • 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
Q

what are the tools that quality improvement teams use in the PDCA process?

A
  • check sheet
  • run chart
  • histograph
  • pareto chart
  • flow chart
  • cause and effect diagram
  • scatter diagram
  • scatter diagram -control chart
56
Q

what is a check sheet

A

historical record of observations and represents a source of data to begin analysis andproblem identification.

57
Q

what is a run chart

A

it tracks the changes in an important process variable over time and detects trends, shifts or cycles in performance

58
Q

what is a histogram

A

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
Q

what is a pareto chart

A

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
Q

what is a flow chart

A

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
Q

what is a cause and effect diagram

A 
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
Q

what is a scattered diagram

A

visually shows the relationship between two variables

-plots possible causes against the problem and u can see where there isa strong correlation

63
Q

what is a control chart

A
  • used to monitor a process

- shows when a proces sis out of control ex. the plot did not remain within the boundaries

64
Q

what is benchmarking

A

a company compares its performance with the performance of other companies for being best in class

65
Q

what are the steps in the benchmarking process

A
  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
Q

what are demmings 14 points

A
  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
Q

what is the baldrige national quality award

A

recognized US companies that excel in quality achievement and management.

68
Q

what are the 5 categories available for the baldridge award

A
  1. manufacturing companies
  2. service companies
  3. health care
  4. education
  5. small business
69
Q

what are the baldridge quality award criteria

A
  1. Leadership-
  2. Strategic planning -
  3. customer and market focus
  4. measurement, analysis and knowledge management
  5. workforce focus
    6 process management
  6. results
70
Q

what is included in leadrship of Baldridge award

A
  • organizational leadership

- public reponsibility and citizenship/ social responsibility

71
Q

what is included in strategic planning of baldridge award

A
  • strategy development

- strategy deployment

72
Q

what is included in customer and market focus in baldridge award

A
  • customer and marketing knowledge

- customer relationships and satisfaction

73
Q

what is included in measurement, analysis and knowledgeme management in baldridge award

A
  • measurement and analysis og organizational performance

- information management

74
Q

what is included in workplace focus of baldridge award

A
  • work systems
  • employee education, training and development
  • employee well being and satisfaction
75
Q

what is included in process management of baldridge award

A
  • product and service processes
  • business processes
  • support processes
76
Q

what is included in business results in the baldrige award

A
  • customer focused results
  • financial and market results
  • human resources results
  • organizational effectiveness results
77
Q

what it ISO 9000 series of quality management system standards

A

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
Q

what are some important characteristics of ISO 9000

A
  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
Q

what are the three component cycle of ISO 9000

A
  1. Planning
  2. Control
  3. Documentation
80
Q

who introduced six sigma

A

motorola wantedto highlite quality problems in defects per million

81
Q

what is the objective of six sigma

A

to reduce or narrow variations in performance and that six standard deviations can be squeezed within the limits defined by customers expectations

82
Q

what are the limits defined by customers expectations

A

upper specification limit and lower specification limit

83
Q

what is a process capability index

A

a statistical measure of how much the process variablity has been reduced in achieving that goal

84
Q

how many errors are acceptable in six sigma

A

the goal is to have 3.4 errors per million customer encounters

85
Q

what is the order of six sigma employees ?

A
  1. project memeber
  2. green belt
  3. black belt
  4. black master belt
  5. champion
  6. executive
86
Q

what does six sigma use to restructure the improvement efforts or existing process not performing well

A

DMAIC

  • Define
  • measure
  • analyze
  • improve
  • control
87
Q

what is the focus of lean service

A

focuses on waste elimination, continuous flow, and customer demand pull
aka: just in time production

88
Q

what are the three guiding principles of lean production

A
  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
Q

what are the steps to achieve lean service

A
  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
Q

what is value stream mappin in service

A

tools that maps out a process to uncover opportunities for improvement by using lean management concepts.

MGMT 435- Service Organization (3 decks)

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