6. Define quality for tangible and intangibles elements 7. Make sure that recruitment, training, and rewards are consistent with service expectations 8. Establish procedures to handle exceptions 9. Establish systems to monitor service
4-104 1. Increase emphasis on component commonality 2. Package products and services 3. Employ multiple-use platforms 4. Consider tactics for mass customization 5. Look for continual improvement 6. Shorten time to market (Page 161) Operations Strategy (Page 161) Operations Strategy
4-105 (Page 161) Shorten Time to (Page 161) Shorten Time to Market Market 1. Use standardized components 2. Use technology 3. Use concurrent engineering
106 Chapter 9 Quality Management of Quality
9-107 (Page 407) Dimensions of (Page 407) Dimensions of Quality Quality • Performance : main characteristics of the product/service • Aesthetics : appearance, feel, smell, taste • Special features: extra characteristics • Conformance : how well the product/service conforms to the customer’s expectations
9-108 (Page 407) Service Quality (Page 407) Service Quality • Convenience • Reliability • Responsiveness • Time • Assurance • Courtesy • Tangibles
9-109 (Page 408) Examples of Service (Page 408) Examples of Service Quality Quality Dimension Examples 1. Convenience Was the service center conveniently located? 2. Reliability Was the problem fixed? 3. Responsiveness Were customer service personnel willing and able to answer questions? 4. Time How long did the customer wait? 5. Assurance Did the customer service personnel seem knowledgeable about the repair? 6. Courtesy Were customer service personnel and the cashier friendly and courteous? 7. Tangibles Were the facilities clean, personnel neat? Table 9.4
9-110 (Page 408) Challenges with (Page 408) Challenges with Service Quality Service Quality • Customer expectations often change • Different customers have different expectations • Each customer contact is a “moment of truth” • Customer participation can affect perception of quality • Fail-safing must be designed into the system
9-111 (Page 409) Determinants of Quality Quality Service After delivery Ease of use Conforms to design Design
9-112 (Page 409) Determinants of Quality (Page 409) Determinants of Quality • Quality of design – Intention of designers to include or exclude features in a product or service • Quality of conformance – The degree to which goods or services conform to the intent of the designers
9-113 (Page 410) The Consequences of (Page 410) The Consequences of Poor Quality Poor Quality • Loss of business • Liability • Reduced productivity • Increased costs
(Page 412) Responsibility for Quality • Everyone in the organization has some responsibility for quality, but certain areas of the organization are involved in activities that make them key areas of responsibility.
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