lecture 9 Flashcards
3 Foundations of continuous improvement
- Customer satisfaction
- focus on satisfying your customers’ needs
- Attitude of putting customer first, which is the objective of one’s work - Management by Facts
- collecting objective data for decision-making
- formal data gathering and statistical analysis of the data by QIP - Respect for People
- employees are given support and their ideas are solicited in an environment of mutual respect
- assumes that all employees have a capacity for self-motivation and creative thought
what is the PCDA cycle
Plan- recognise an opportunity for improvement and plan a change
Do- implement the change. Test the change. Carry out a small scale study
Check- Review the test, analyse the results and identify what you’ve learnt, note any unforeseen consequences.
Act- Reflect and act on learning from experience. Implement changes as standardised process and communicate to all (may include customers or external partners) include training if needed.
What are the steps in the PDCA cycle
step 1: recognising the problem & establishing priorities
step 2: forming quality improvement teams
step 3: defining the problem
step 4: developing performance measures
step 5: analysing the problem/process
step 6: determine possible causes
step 7: selecting & implementing the solution
step 8: evaluating the solution
step 9: ensuring permanence
step 10: continuous improvement
Define service blueprint
Service blueprint is a picture or map that accurately portrays the service system so that different people involved in providing it can understand and deal with it objectively.
useful: at design & redesign stages of the service process
provides: a way to break the service into logical components and to depict the steps or tasks in the processes, the means by which they are executed and evidence of the service as consumer experience.
It is a “physical evidence of the service”. For each customer’s moment of truth, the physical evidence of the service delivery at each point of customer contact is recorded at the top of the blueprint. (These are the props [eg. forms] and places that are encountered along the customer’s service journey.
what are the 4 basic components of service blueprint?
COBS
Customer actions:
It includes steps, choices, activities and interactions that customer performs in the process of purchasing, consuming and evaluating the service.
“Onstage” contact employee actions:
steps and activities that
the contact employees performs that are visible to customer.
“Backstage” contact employee actions:
steps and activities that
occur behind the scene to support onstage activities
Support process:
covers the internal services, steps and interactions that take place to support the contact employees in delivering the service.
When to use a service blueprint?
It is useful when
- You want to improve your service offering. Knowing how your service gets produced is essential for addressing the breakdowns or pain points.
- When you want to design a new service that mixes digital and non-digital touch points
- When you have lost track of how the service gets produced.
- When there are many players in the service. (involves many people and a blueprint can help coordinate this complexity)
- Designing a service or product that is involved in producing other services. Products and services often interact with other services, especially if they are b2b. Understanding your customer’s interactions with partners throughout the service can support a more seamless and better customer experience.
Notable moments
blueprints is a powerful way to communicate what is working and what isn’t working for both service users and employees in the existing process. These notable moments can be captured by using icons with a legend to keep things legible and clear.
Some notable moments:
- pain points which should be fixed or improved
- opportunities to measure the quality of the service
- opportunities for cost savings or increased profits
- moments that are loved by customer and should not be lost.
Why is step 10- continuous improvement important?
Continuous improvement is a method that strives to locate opportunities for ensuring efficiency, continuously.
This involves the assessment of current processes, products and services to ensure that output is maximised and waste is minimised.
Continuous improvement is always needed as there will always be new challenges that arise, helping the company to reach a new level of excellence, to be one step ahead of their competitors.
will also challenge staff members to do things more efficiently, effectively and productively. Once a problem is solved, another opportunity can be identified through solving another problem.
benefits internal and external stakeholders, from employees to customers and investors alike.
However, continuous improvement isn’t a one-and-done deal that a company performs and then forgets. It is done over time. Where customer satisfaction, employees are important.
