Service and Quality Management Flashcards
business activities that are performed to satisfy customer needs, where the major end product is customer experience and not a physical article
Service
the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs.
Quality
basic operating characteristics of a product
Performance
“extra” items added to the basic features (such as stereo CD or leather interior of a car)
Features
probability that a product will perform properly within an expected time frame
Reliability
degree to which a product meets pre-established standards
Conformance
how long products last before replacement
Durability
ease of getting repairs
speed of repairs
courtesy and competency of repair person
Serviceability
how a product looks, feels, smells, sounds, or taste
Aesthetic
assurance that a customer wont suffer injury or harm from a product
Safety
subjective perceptions based on brand name
Perceptions
How long a customer must wait for its service and if its completed on time
Time and Timeliness
Is the service performed right every time?
Accuracy
how well does the company react to unusual situations?
Responsiveness
“best” level of quality achievement one company seeks to achieve
Best practices
a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs.
Quality Function Deployment (QFD)
begins with product planning; continues with product design and process design; and finishes with process control, quality control, testing, equipment maintenance, and training
Quality Function Deployment process
the term used to describe the stated and unstated customer needs or requirements.
captured in a variety of ways: direct discussion or interviews, surveys, focus groups,customer specifications,observation, warranty data, field reports, etc
Voice of Customer (VOC)
Stages of excellence
- Strategy
- Leadership practices
- Service organization
- People
- Process
- Technology
- Measurement
Refers to the understanding of the market and the competition to develop a differentiation for long-term competitive advantage
Strategy
Many companies struggle to even recognize that service can be an excellent differentiating factor; the leaders leverage it extensively to create more value
Leadership Practices
The more mature organizations look at it as their customer’s pulse and the voice that helps shape future products and services to be delivered.
Service Organization
the individuals who are part of an organization, including employees, stakeholders, and customers
People
This reflects the importance of obtaining feedback from customers to determine how well their needs are being met. More advanced-stage organizations embed customer feedback as a routine process
Process
Refers to how much technology to use and how efficient and user-friendly it is for customer. The advancement of technology have the potential to increase the service level at a lower cost
Technology
This is a reflection on accountability and how the service provider measures its performance. The progressive organizations not only create qualitative and quantitative scorecards, but also link its performance to pay
Measurement
development of essential processes, ideas, theories and tools that are central to organizational development, change management,and the performance improvement that are generally desired for individuals’, teams’ and organizations’ continued success.
Quality Management
The initial stage of creating the master design of an expected result
Quality Planning
The purposeful change of a process to improve the reliability of achieving an outcome
Quality Improvement
The ongoing effort to maintain the integrity of aprocess to maintain the reliability of achieving anoutcome
Quality Control
The planned or systematic actions necessary to provide enough confidence that a product or service will satisfy the given requirements
Quality Assurance
7 Types of Quality Controls
- Pareto Analysis
- Flow Chart
- Check Sheet
- Histogram
- Scatter Diagram
- Control Chart
- Cause and Effect Diagram
a type of diagram that represents a workflow or process
can also be defined as a diagrammatic representation of an algorithm, a step-by-step approach to solving a task.
Flowchart
a simple document that is used for collecting data in real-time and at the location where the data is generated. The document is typically a blank form that is designed for the quick, easy, and efficient recording of the desired information, which can be either quantitative or qualitative
Check Sheet
graphs pairs of numerical data, with one-variable on each axis, to look for a relationship between them.
Scatter Diagram
a graph used to study how a process changes over time. Data are plotted in time order.
Control Chart
examines why something happened or might happen by organizing potential causes into smaller categories.
Cause and Effect Diagram
