Quality Management
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Quality Management

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French ppw

French ppw
Had to evaluate the quality of Bruphils\’ shop

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Quality Management Quality Management Presentation Transcript

  • Bruphils
    de Walque David ; Devries Sophie ; Lenoir Mélanie ; Noerens Maxime ; Simon Loïc
  • Problems
    No adaptation to handicap person
    Music not adapted
    Shortage in sizes
    Ironingboard
    Not listening to the client’s expectations
     Music & listeningcapacity
  • Quality Wheel : concerning the music
    2
    3
    Definition of target- Nature of service and qualitylevelconceived
    Posh clients: highqualitylevel and adaptedsphear
    Offercommunicated
    Everyday music
    1
    Perceivedcommunication
    Problem : music not adapted
    4
    Customers’ needs
    Need to feelattractedtp the store
    Conceivedquality (standards)
    High standards; good presentation of the shop : uniformity
    Perceivedquality
    Dissonance between the quality standards and the music played
    5
    Servedquality
    Want to make the customerfeellike home
    7
    6
  • PLAN
    Problem: Feeling that the music wasn’t adapted
    Causes : Fishbone
    Causes to work on : lack of installation, lack of consciousness
    Solutions : awareness of the staff, install new material IF necessary
    Propose them an example of playlist and be sure they understood the standards of the shop
    Check on many different times as Mystery Shoper if they took the style of music into account
    DO
    CHECK
    Problem solving process (PSP)
  • PSP : Fishbone
    No attention from the staff
    No specificplaylistplayed
    No playlistgiven by Bruphils
    No interestfrom the staff
    Listen to theirown style of music
    Not definedenough by Bruphils
    Don’trealizethat the music has to meet the quality standards of the shop
    No adapted installation (radio)
    Music not adaptedenough
  • Quality Wheel : concerning the awareness of customers expectations
    2
    3
    Definition of target- Nature of service and qualitylevelconceived
    Awareness of customersexpectations and apropriated service
    Offercommunicated
    High standard shop withpersonalized services
    1
    Perceivedcommunication
    Quality shop withadapted services
    4
    Customers’ needs
    Need to beunderstood & listened
    Conceivedquality (standards)
    Awareness of customer’s expectations : relation between staff & clients
    Perceivedquality
    Wascomplete but didn’tlisten to our expectations
    5
    Servedquality
    Complete informations & presence
    7
    6
  • PLAN
    Problem: Feeling that our request wasn’t taken in account
    Causes : Fishbone
    Causes to work on : misinterpretation of our request & discrimination
    Solutions : staff’s training & adapted argumentation ( men ≠ women)
    Propose them to hire a masculine seller.
    Give a training about interpretation of customer’s needs and questions
    Check on many different times as, Mystery Shoper, if they take into account what the customer is saying
    DO
    CHECK
    Problem solving process (PSP)
  • PSP : Fishbone
    Importance given to ourrequest
    Seller’s profile
    Staff distraction
    Qualifications ( formation)
    Not enough importance accorded to the customers’s satisfaction
    Implication
    Discrimination
    Impression of alreadyknowingwhatweexpected
    Comprehension
    No attention accorded to ourrequest
  • To do’s
    P-promo : Music
    P- service : Importance given to ourrequest
    Match the music style with the shop positionning : highquality and high standards
    Lounge / jazzy / classical
    Avoid radio stations : blanck, publicities etc.
    Preferplaylists
    Inform staff about the importance of music on customer’sbehaviour
    Take the customer in consideration
    Say if notexisting but propose somethingelse
    Propose to go to anotherBruphils: folderregrouping all the existingproducts & wheretheycouldfindit
    Answeradaptedto the customer’s profile
  • Thankyou ! Have a niceday !