What company has won the Malcolm Bridge National Quality Award?
Ritz-Carlton in 1992
They were recognized for their customer-focused culture and their ability to consistently deliver high-quality services
They went through rigorous evaluation process that assessed their leadership, strategic planning, customer focus, measurement & analysis, workforce engagement and results
They were required to demonstrate continues improvement efforts and their ability to achieve sustainable results
What company has implemented the Shingo System
Toyota uses the Shingo system to improve their manufacturing processes by implementing “poke-yoke” or mistake-proofing techniques to eliminate defects in their products.
It has helped them become efficient and high-quality automakers in the world
Give an example of a high contact and low contact service
high: traditional bank
low: online bank
What company can use the service-system design matrix?
Starbucks
- degree of customer contact falls under the high-contact category since customers typically interact with baristas and customize their orders
- service customization falls under the high-customization category since customers can choose from a wide variety of options and customize their drinks according to their preferences
- degree of labor intensity falls under the high-labor intensity category since the preparation of drinks requires the skills and knowledge of trained baristas
- degree of capital intensity falls under the medium-to-high capital intensity category since the company uses specialized equipment such as espresso machines and grinders to prepare drinks
- capital investment required is not as high compared to other industries such as manufacturing
Give examples of the 3 contrasting service designs
- The production line approach: McDonald’s, where the process is designed to deliver the same food quickly and efficiently to customers.
- The self-service approach: online shopping, where customers can browse and purchase products without assistance, or self-checkout kiosks in retail stores
- The personal attention approach: high-end restaurants, where waitstaff provide individualized recommendations and attention to each table, or luxury hotels, where staff provide customized experiences to each guest
