Seven Tools for TQM

Seven Tools for TQM - and confidence 5 Dimensions of Service Quality • Empathy – Are employees approachable and sensitive to individual

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1 Seven Tools for TQM (f) Histogram: A distribution showing the frequency of occurrence of a variable Figure 6.5 Distribution Repair time (minutes) Frequency
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2 Seven Tools for TQM (g) Statistical Process Control Chart: A chart with time on the horizontal axis to plot values of a statistic Figure 6.5 Upper control limit Target value Lower control limit Time
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3 TQM In Services þ Service quality is more difficult to measure than the quality of goods þ Service quality perceptions depend on þ Intangible differences between products þ Intangible expectations customers have of those products
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4 Dimensions of Service Quality Reliability Does the business keep its promises? Responsiveness Does it promptly respond to the needs of its customers? Assurance Can the employees generate customer trust
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Unformatted text preview: and confidence? 5 Dimensions of Service Quality • Empathy – Are employees approachable and sensitive to individual customers? • Tangibles – Do the physical facilities, equipment, and written materials show care and attention? 6 Quality Web Sites • American Society for Quality: http://www.ASQ.org • Baldrige National Quality Program: www.quality.nist.gov • Juran Institute: www.juran.com • Tutorials on how to use the basic quality control tools.http://deming.eng.clemson.edu • Educational site: http://www.goalqpc.com • The seven TQ tools: http://www.hososs.nu/leif/7qc.htm • Poke Yoke Page: http://csob.berry.edu/faculty/jgrout/pokayoke.shtml...
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This note was uploaded on 01/20/2012 for the course MGT 3200 taught by Professor Moodie during the Spring '08 term at Kennesaw.

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Seven Tools for TQM - and confidence 5 Dimensions of Service Quality • Empathy – Are employees approachable and sensitive to individual

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