M11 QualityMGT STUDENT F09

M11 QualityMGT STUDENT F09 - QUALITY MANAGEMENT Module 11...

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Unformatted text preview: QUALITY MANAGEMENT Module 11 01 Quality Definitions: One per Customer 02 Products versus Services Cars, Cell Phones, Clothing, Electronic devices Restaurants, Medical, Retail, Entertainment Marketing and Supply Chain ingredients Ads and commercials, packaging Materials, manufacturing, assembly, delivery, support Other considerations Value: What do I get? / What did I pay? Psychological: Cool factor, brand names, trust Expectations versus Actual Output Dimensions of Quality: Product 03 Cars, Cell Phones, Clothing, TVs Performance Best in class? As promised? Reliability Likelihood item will work Durability Under normal conditions will the item break? Features Both expected features and bonus features. Aesthetics Look good? Smells good? Feels good? Sounds good? Reputation/Brand Does it give you that warm feeling inside? Serviceability Can item be fixed? At what cost? Difficult to find repair personnel? Service Response Can I find help? What kind of help? Cost? Product vs. Service Industry 04 1. Tangible Item vs. Intangible Service (Piece of mind?) 2. Services cannot be inventoried. Process Design - Planning Capacity? Flexibility Issues Customization, Process, Employees 3. Location and hours of operation can be very important Consider Convenience and Accessibility in Healthcare, Grooming, Landscaping, Restaurants, Childcare, Travel Related industries 4. Services are usually produced and received simultaneously. 5. Services are highly visible 1. Examples: Haircuts, Car wash, Litigation, Teaching 2. Quality Management Dealing with mistakes, How you make it is important 3. Importance of Hiring, Training, Fail-Safes, Customer Relations, Process Design, Maintenance, etc. 6. Some service have very low barriers to entry/exit Dimensions of Quality: Service 05 Visits to ER/Doctors office, Restaurants, Retail Store, Bank Time Waiting time, Time from request to completion Timely % of time delivered on time, early, late? Complete Based on expectations. Customers definition of complete? Accurate Exactly what was expected? Right the first time? Responsive Reaction time to problems. Who found the error? Courtesy How does each customer define courteous? Consistent - Same every time? Consider different customer expectations. Consider different experiences good/bad, above average/below average....
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M11 QualityMGT STUDENT F09 - QUALITY MANAGEMENT Module 11...

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