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Quality Management


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

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Quality Management

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