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Quality
CUSTOMER SERVICE AND QUALITY I SEMESTER 2021
MBA FREDERICK GUERRA
Main Principles and Authors
Expositors:
• Milagros Escobar
• Cristian Batista
• José Cianca
• Héctor Rodríguez
QUALITY
MANAGEMENT
Maximum level that a product or service is
expected to reach constantly kept by strict
regulations on supplying the fuctionability
demanded by the users.
• Reliability
• Productivity
• Innovative and achieving new goals
• Effectiveness
• Customer fulfilment
• Positive Culture
what is quality?
Guidelines
Creation Supervision
Testing Innovation
Quality Principles
Where are we going?
1.Customer Focus
• Recognise the appropiate taste
and essence of your clients
• Make decisions depending on
customer suggestions
• Create your brand in constant
change
2.Leadership
Challenges and outcomes are expected ahead and
thus, we need to take the initiative, thinking
carefully and analyising the odds, is better than
not trying. Success is about having the
opportunity to fall and get up again to see what
works.
3.Internal
Engagement
4. Process
Management
5.Right Fixing
What is not working on?
What are the obstacles?
Checking and testing what is
delaying the activities and
impede its functionability is
crucial to a real change.
Vision and
commitment
must be enforce
to assure the
persistence of
improvement
RESEARCH
DATA ANALYSIS
TEST PERFORMANCE
6. Decision
Making
7. Efficient
Relationship
Communication and Trust is necessary to
keep strengthing a team
AUTHORS OF QUALITY
Principles and Authors of the Quality.pptx
Principles and Authors of the Quality.pptx
Principles and Authors of the Quality.pptx
Principles and Authors of the Quality.pptx
Principles and Authors of the Quality.pptx
Principles and Authors of the Quality.pptx
Principles and Authors of the Quality.pptx
Principles and Authors of the Quality.pptx

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Principles and Authors of the Quality.pptx

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