Service ops mgt Week8_Session1_Services Management

Service ops mgt Week8_Session1_Services Management -...

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Click to edit Master subtitle style Service Operations Management Instructor: Manpreet Hora Office: Room 4252 Phone: 404-385-3465 Email: manpreet.hora@mgt.gatech.edu
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Class Agenda ¡ Discussion: Management of Service Quality
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Learning Objectives ¡ Describe and illustrate the five dimensions of  service quality. ¡ Use the service quality gap model to diagnose  quality problems. ¡ Illustrate how poka-yoke methods are applied to  quality design in services. ¡ Perform service quality function deployment. ¡ Construct a statistical process control chart. ¡ Develop unconditional service guarantees.
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ü “The degree of excellence of a thing” (Webster’s Dictionary) ü “The totality of features and characteristics that satisfy needs” (ASQ) ü Fitness for use ü Quality of design What Is Quality?
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What is Quality? Meaning of Quality: degree of excellence Consumer’s perspective Fitness for use: Degree to which a product satisfies customer’s wants Value-based: Degree to which a product provides acceptable quality at a reasonable price Producer’s perspective Quality of Conformance: Degree to which a product conforms to required specifications American Society for Quality: The totality of features and characteristics that satisfy needs Product based Quality of Design: Degree to which quality dimensions are designed into the product
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Fitness for Consumer Use Producer’s Perspective Consumer’s Perspective Quality of Conformance Conformance to specifications Cost Quality of Design Quality characteristics Price Marketing Production The Meaning of Quality The Meaning of Quality
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Dimensions of Quality Products ¡ Performance: basic characteristics ¡ Features: “extra” items ¡ Conformance: meeting pre-set  standards ¡ Reliability: frequency of failure ¡ Durability: length of product’s life ¡ Serviceability: ease of getting repair
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Service ops mgt Week8_Session1_Services Management -...

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