Lessons From The Trenches
Managing Service Quality Programs
VICE PRESIDENT | SENIOR PROCESS CONSULTANT
PROCESS CONSULTING | GLOBAL CHANGE DELIVERY
HSBC TECHNOLOGY AND SERVICES
FELLOW, AMERICAN SOCIETY FOR QUALITY
Right to Quality
You have a right to quality only if you offer quality as
Many faces of Quality
Defect prevention through quality control and problem solving
Calibration, Process Audits, etc
Traditional Quality + Productivity
Operational Excellence + Customer Experience
Is Service Industry Really Different?
Customer participates in service delivery
Requirements and delivery keeps changing - Think
of having a hair cut
Processes are more streamlined in manufacturing
Measurement is more robust and reliable in
Value add times are significantly less in service
Organizations are more hierarchy oriented.
Quality Manager in Service Industry
Be a watchdog
Raise the bar on performance
Influence without authority
Quality Program Management
Quality change programs are deployed to bring a
positive change in key operations or quality metrics.
Enterprise wide Six Sigma programs.
The Malcolm Baldrige Performance Excellence program.
An organization wide complaint management mechanism.
A new vendor development process.
A new quality control sampling method across all divisions.
Management wants results before they launch
We like to take our time
Working with People
Invoke Psychology: Why is this irate stakeholder behaving
People come to work to do something useful.
People just want to be heard and involved
Have confidence in your coaching ability
Walking in a dark tunnel – doesn’t matter who’s walking
Walking with Finance
Involve finance early – we need each other
Validate savings from Six Sigma programs
Generate credibility for change programs – work
with finance – leaders listen to finance folks
Build positive pressure – deliver at the pace
organization needs, not yours!
Quality in the Future
How will quality help in making the earth last longer?
How will quality help the changing demographics of the
How will quality help the world a safer place?
How will quality help business become more
How will quality help leaders be more inspirational?
How will quality help managers be more effective?
How will quality help kids study better and get smarter?