UGBA M2L6 - UGBA M2L6 How do successful service operations...

Info iconThis preview shows pages 1–2. Sign up to view the full content.

View Full Document Right Arrow Icon
UGBA M2L6 How do successful service operations managers address variability? Scripts All of the followings except which one are ways to improve service delivery? Walk in the customer’s moccasins, over-promise (you want to under promise) , over-deliver, learn from service failures Why do we need a “Quality” movement? How should we define Quality? Three Quality pioneers: ° Juran, Cosby, Deming ° The Baldrige Award- fed gov award ° ISO 9000 standards Problem: quality wasn’t nearly as good as things made by hand The “Stradivarius violin” problem Made Cremona, Italy in late 1600s, each worth mils The “Inspect and Reject” Problem In Mass Production, the marginal cost (making 1,001 when you’ve already made 1,000) is very low Make as many as possible—throw away the ones that are no good Leads to products that are “good enough” and may fail in service Inspect and reject bad because keep adding value to product no good and then will just be thrown away How should we define “Quality”? Defects per 100 cars, first year JD power 2003, H 225, C 5 “Luxury” is not part of the definition Performance, Features, Reliability, Conformance, Durability, Serviceability,
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 2
This is the end of the preview. Sign up to access the rest of the document.

This note was uploaded on 10/03/2011 for the course UGBA 10 taught by Professor Xuanmingsu during the Fall '08 term at University of California, Berkeley.

Page1 / 4

UGBA M2L6 - UGBA M2L6 How do successful service operations...

This preview shows document pages 1 - 2. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online