Who are my customers? What is my product or service? What are my customer’s expectations and measures? Does my product or service meet their expectations? What is the process for providing my product or service? What action is required to improve the process? What are my customer’s moments of truth?
LSSG Black Belt Training Improve: How do we get there?
Prevention vs. Detection Order New Order Call Center Prevention Detection Sales Department Order Placed Order Placed Data Entry Data Entry Order Processed Order Processed Order Sent Order Sent Order Charged Order Charged Order Paid Order Paid Order Placed Order Placed Data Entry Data Entry Order Processed Order Processed Order Sent Order Sent Order Charged Order Charged Order Paid Order Paid Duplicate Payment New
Process for Mistake Proofing Describe Defect and Defect Rate Determine Defect Location Study the Process Flow Observe the Process Identify Errors and Determine Cause Determine Prevention Method Test/Re-test in Extreme Conditions
Involves training front-line workers to immediately respond to customer problems
Involves identification of potential “incidents” and determination of optimum response
Process Improvement can take too long. What do we do in the meantime?
Service Recovery - How it Works “ Empowerment can only take place when every associate can personally assure customer satisfaction every time!” G ary K. Johnson Process Identification Incidents Remedies Cost of Incident Measurement of Frequency Customer Identification Mission Statement Cost of Poor Quality