qualityimprovement

qualityimprovement - How Can We Improve Quality? TQM = CS +...

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How Can We Improve Quality? TQM = CS + ES + CI Customer Satisfaction (CS) - measure CS - improve CS Employee Satisfaction (ES) - measure ES - improve ES Continuous Improvement (CI) - measure CI - improve CI
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CS in service environments e.g. Dinner at a restaurant Doctor’s Visit CS = Actual Quality - Expected (Perceived) Quality BUT, CS in manufacturing environments e.g. Car Durables CS (at point of purchase) = f (Perceived Quality)
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How Can We Measure CS? Objective Subjective Claims Focus Groups Returns Interviews Field Intelligence Surveys Post Service Calls CS in an Opera, in a Hospital, in an Airline…different measures & different methods of measurement.
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How to Improve CS? - Kano’s Model of Dynamic CS Delighted Dis-satisfied Neutral Satisfiers CS Characteristics Absent Present 100% Taken for granted characteristics - must have 100% More is better Surprise! Not expected. . Strategy?
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How to Improve ES? Training Marriott’s program Home Depot Walmart Disney Reward Be careful!
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qualityimprovement - How Can We Improve Quality? TQM = CS +...

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