Elements of an effective  Quality Management System  and its deployment in  Customer Service Operations
Dictionary has many definitions: “Essential characteristic,” “Superior,” etc. Some definitions that have gained wide accep...
Meaning of Quality Fitness for Consumer Use Producer’s Perspective Consumer’s Perspective Quality of  Conformance <ul><li>...
The Consequences of Poor Quality <ul><li>Loss of business </li></ul><ul><li>Liability </li></ul><ul><li>Productivity </li>...
Quality Management Principles: Definition <ul><li>Quality Management Principles are: </li></ul><ul><ul><li>A comprehensive...
CUSTOMER in  Quality  Management CUSTOMER-DRIVEN CUSTOMER FEEDBACK  & INVOLVEMENT CUSTOMER SATISFACTION CUSTOMER FOCUS COM...
Focus on the Customer <ul><li>Must become the focus of corporate thinking. </li></ul><ul><li>Provide products and services...
<ul><li>How is customer satisfaction achieved? </li></ul><ul><li>Two dimensions: Product features and Freedom from deficie...
<ul><li>Time and Timeliness </li></ul><ul><ul><li>How long must a customer wait for service, and is it completed on time? ...
<ul><li>Accessibility and convenience </li></ul><ul><ul><li>How easy is it to obtain service? </li></ul></ul><ul><ul><li>D...
Quality Improvement Initiatives <ul><li>Benchmarking </li></ul><ul><li>Kaizen-Continuous Improvement </li></ul><ul><li>Qua...
Quality Tools <ul><li>Flowchart  </li></ul><ul><li>Check sheet ( Records the frequency of occurrence of problems and/or er...
<ul><li>Standard Operating Procedure </li></ul><ul><li>Preparing  SOPs, forms, templates and manuals, which can be used im...
<ul><li>Product Complaint Procedure </li></ul><ul><li>You should have strong procedure to cover the receipt, logging, eval...
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Elements Of An Effective Quality Management System

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Elements Of An Effective Quality Management System

  1. 1. Elements of an effective Quality Management System and its deployment in Customer Service Operations
  2. 2. Dictionary has many definitions: “Essential characteristic,” “Superior,” etc. Some definitions that have gained wide acceptance in various organizations: “Quality is customer satisfaction,” “Quality is Fitness for Use.” The American National Standards Institute (ANSI) and the American Society for Quality (ASQ) define quality as: “ The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. ” Quality is first and foremost about meeting the needs and expectations of customers . It is important to understand that quality is about more than a product simply &quot;working properly&quot;. What is quality?
  3. 3. Meaning of Quality Fitness for Consumer Use Producer’s Perspective Consumer’s Perspective Quality of Conformance <ul><li>Conformance to specifications </li></ul><ul><li>Cost </li></ul>Quality of Design <ul><li>Quality characteristics </li></ul><ul><li>Price </li></ul>Marketing Production Meaning of Quality
  4. 4. The Consequences of Poor Quality <ul><li>Loss of business </li></ul><ul><li>Liability </li></ul><ul><li>Productivity </li></ul><ul><li>Costs </li></ul>
  5. 5. Quality Management Principles: Definition <ul><li>Quality Management Principles are: </li></ul><ul><ul><li>A comprehensive and fundamental set of rules or beliefs for leading and operating an organization aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all stakeholders.* </li></ul></ul>*From the Quality Management Principles website: http://www.wineasy.se/qmp/about.html
  6. 6. CUSTOMER in Quality Management CUSTOMER-DRIVEN CUSTOMER FEEDBACK & INVOLVEMENT CUSTOMER SATISFACTION CUSTOMER FOCUS COMPETITIVE- NESS
  7. 7. Focus on the Customer <ul><li>Must become the focus of corporate thinking. </li></ul><ul><li>Provide products and services that exceed customer expectations and needs. </li></ul><ul><li>Customer satisfaction, NOT increasing profits must be the primary goal. It is the most important consideration. </li></ul><ul><li>Satisfied customers will lead to increased profits. </li></ul><ul><li>Work to close the gap between customer satisfaction and the level of performance. </li></ul><ul><li>Listen to the “voice” of the customer. </li></ul>
  8. 8. <ul><li>How is customer satisfaction achieved? </li></ul><ul><li>Two dimensions: Product features and Freedom from deficiencies. </li></ul><ul><li>Product features – Refers to quality of design . </li></ul><ul><li>Examples in manufacturing industry: Performance, Reliability, Durability, Ease of use, Esthetics etc. </li></ul><ul><li>Examples in service industry: Accuracy, Timeliness, Friendliness and courtesy, Knowledge of server etc. </li></ul><ul><li>Freedom from deficiencies – Refers to quality of conformance . </li></ul><ul><li>Higher conformance means fewer complaints and increased customer satisfaction. </li></ul>Customer Satisfaction
  9. 9. <ul><li>Time and Timeliness </li></ul><ul><ul><li>How long must a customer wait for service, and is it completed on time? </li></ul></ul><ul><ul><li>Is an overnight package delivered overnight? </li></ul></ul><ul><li>Completeness: </li></ul><ul><ul><li>Is everything customer asked for provided? </li></ul></ul><ul><ul><li>Is a mail order from a catalogue company complete when delivered? </li></ul></ul><ul><li>Courtesy: </li></ul><ul><ul><li>How are customers treated by employees? </li></ul></ul><ul><ul><li>Are catalogue phone operators nice and are their voices pleasant? </li></ul></ul><ul><li>Consistency </li></ul><ul><ul><li>Is the same level of service provided to each customer each time? </li></ul></ul><ul><ul><li>Is your newspaper delivered on time every morning? </li></ul></ul>Elements of Service Quality Management
  10. 10. <ul><li>Accessibility and convenience </li></ul><ul><ul><li>How easy is it to obtain service? </li></ul></ul><ul><ul><li>Does a service representative answer you calls quickly? </li></ul></ul><ul><li>Accuracy </li></ul><ul><ul><li>Is the service performed right every time? </li></ul></ul><ul><ul><li>Is your bank or credit card statement correct every month? </li></ul></ul><ul><li>Responsiveness </li></ul><ul><ul><li>How well does the company react to unusual situations? </li></ul></ul><ul><ul><li>How well is a telephone operator able to respond to a customer’s questions? </li></ul></ul>Elements of Service Quality Management
  11. 11. Quality Improvement Initiatives <ul><li>Benchmarking </li></ul><ul><li>Kaizen-Continuous Improvement </li></ul><ul><li>Quality Circles </li></ul><ul><li>Six Sigma </li></ul>
  12. 12. Quality Tools <ul><li>Flowchart </li></ul><ul><li>Check sheet ( Records the frequency of occurrence of problems and/or errors) </li></ul><ul><li>Cause-effect diagram </li></ul><ul><li>Pareto chart ( Indicates which problem needs the most attention. ) </li></ul><ul><li>Histogram ( Indicates the distribution of deviations from a standard bell-shaped curve) </li></ul><ul><li>Scatter diagrams ( Used for finding correlations among variables) </li></ul>
  13. 13. <ul><li>Standard Operating Procedure </li></ul><ul><li>Preparing SOPs, forms, templates and manuals, which can be used immediately as the system runs. Forms and templates should be used for record keeping which your people can follow routinely. </li></ul><ul><li>Documentations - Classification, Definition and Approval </li></ul><ul><li>Quality and Technical/Master file documents to be created to build up a good quality management system for our service departments. Definition of documents, their classification, approval requirements & retention requirements should be understood. </li></ul><ul><li>Rework Procedure </li></ul><ul><li>Procedure should contain the step by step instructions to be followed when the </li></ul><ul><li>rework of an in-process or completed finished good is required. </li></ul><ul><li>Quality Concern Investigation Process </li></ul><ul><li>Procedure should be made that contains instructions to follow when conducting Investigations collection of data and information, analysis, assigning root cause, </li></ul><ul><li>determine corrective and preventive actions. </li></ul>Essential Elements of Quality Management System
  14. 14. <ul><li>Product Complaint Procedure </li></ul><ul><li>You should have strong procedure to cover the receipt, logging, evaluation, investigation </li></ul><ul><li>& reporting system of all complaints received from customers for the marketed products </li></ul>Essential Elements of Quality Management System <ul><li>Audits/QA Checks </li></ul><ul><li>Procedure should be created to describe the process of planning, performing, reporting and follow-up of different audits for your systems like Internal Quality audit, </li></ul><ul><li>Trainings </li></ul><ul><li>Effective training modules to be created for your manufacturing staffs. Training records and reports have to produce on each employee as justified. </li></ul>
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