This document discusses establishing a total service quality system to gain competitive advantage. It promotes developing a strategic quality plan, analyzing quality performance gaps, implementing quality procedures, building an effective quality management system, developing service quality key performance indicators, and training employees in continuous improvement. It argues that service quality planning needs to shift from a manufacturing focus on zero defects to embrace detailed service industry quality planning, treating customer needs determination and service quality requirements with the same rigor as manufacturing quality planning. An ISO-certified quality management system can help document and continuously improve service processes to ensure consistent quality and provide various business benefits. Customers are encouraged to obtain a customized service industry quality management system plan to outperform their competition.

1. The Art of Quality Consulting
POWER PRESENTATION
SERVICE
QUALITY
SUCCESS
KEYS TO SUCCESS

2. Benefits of establishing a
TOTAL SERVICE QUALITY SYSTEM
or
HOW TO GENERATE & ESTABLISH
ABSOLUTE
COMPETITIVE ADVANTAGE
WITHIN YOUR SERVICE INDUSTRY NICHE
By proactively driving
Total Service Quality
Management

3. Is your Service Quality down…?
Does your customers need you to become
ISO certified…?
Do you want to outperform your competition
with
the Highest Service Quality possible…?
Then you are on the absolute right place…!

4. EXTRAORDINARY
SERVICE COMPANIES
need
EXTRAORDINARY
QUALITY
MANAGEMENT
SYSTEMS

5. Strategic SERVICE INDUSTRY focused
Quality Planning Approach
With our compelling concept development we engage and help
our service industry clients to achieve the highest organizational Service
Quality Standards possible through...
Strategic Service Quality Plan Development
Current Organizational Quality Performance Gap Analysis
Implementation of effecitve Quality Procedures
Build up an effective Quality Management System
Develop Service Quality Key Performance Indicators
Train Employees towards Continuous Improvement
Clear Step by Step Guidance to develop valuable
Service Quality Advantages to your Competition !

6. Service Quality Shifting
FROM “ZERO DEFECT” (MANUFACTURING) IMPROVEMENT PLANNING
to
“ZERO DEFECT” SERVICE INDUSTRY QUALITY IMPROVEMENT THINKING
Improvement Planning Systems in Manufacturing are important necessary components for
production success. Production Companies all over the world have embraced Quality driven
Improvement concepts like LEAN , ISO and Six Sigma as Improvement Approach.
100% detailed Quality production requirement planning for “Zero Defects” in production is the
common Best Practice approach in every production facility.
SHIFT TO EMBRACE “ZERO DEFECT” SERVICE INDUSTRY QUALITY PLANNING
Our experience and research shows that 90% of all Quality Plans written for Service
companies are lacking the same high level of detail e.g. Manufacturing Quality Plans
have available…
Customer Needs Determination, Service Quality Requirements and Service Supplier
Controls need to be executed in the same way manufacturing planning
specialists would do it – with high planning detail !
Service Managers have to think like Product Designers
to avoid inefficient Service Quality Performance !
Failures have to be analyzed like gaps in production facilities – with URGENCY !

7. TYPICAL
QUALITY CONTROL
IMPROVEMENT CYCLE PLANNING

8. ISO 9001:2008 Quality Management System
How does Service Quality get “produced”?
Eight Quality Management Principles
1. Customer Focus
2. Leadership
3. People Involvement
4. Process Approach
5. Systems Approach to Management
6. Continuous Improvement
7. Factual Approach to Decision-making
8. Mutually Beneficial Supplier Relationships

9. ISO has perfect Quality Management Standards
for the SERVICE INDUSTRY to build Competitive Advantage
The ISO is the worlds largest International Standard Organization and has developed
International Standards for Business and Public Service for over 50 years.
WHAT IS ISO-QUALITY ?
Establishment,
Measurement
and
Continuous Improvement
of Documented Service Processes
To ensure CONSISTENT Service Quality !

10. SERVICE QUALITY PLANNING - what’s in it for you?
Many reasons for ISO Certification/Standardization:
• Establishes documented criteria for competent business services
• Provides a Management Framework for continuous quality, safety and
performance improvement
• Provides external Validation of sound Business practices
• Increases Credibility on international level
• Improves Management and reduction of Business risks
• Enhances Contracting opportunities
• Provides a Competitive edge in the marketplace
• Can be a tool to attract and retain quality personnel
• Can fulfill regulatory requirements in select states
• Provides potential recognition by Liability Insurers ($$$ savings)
A real Market SURVIVAL TOOL…

11. Quality Management Systems
are made for
People, Processes and to achieve Agility
• Better Documentation
• Better Work Flow Orientation
• Better Work Process Control
• Better Process Visibility
• In-Built Process Improvement System
• Continuous Improvement Closed Loop Structure
All that helps to make the Customer HAPPY !

12. YOUR
COMPANY
How does all that Quality Management Fit together ?

13. …by building a organized for Service customized
Integrated
Quality Management System (IMS)
ISO QUALITY
REGULATORY ISO -IT/SEC
ISO Environmental
HR/Safety/OSHA
GREEN

14. WHY AUDITING ON SERVICE QUALITY ?
Check Your Organizational Quality Performance Potential
Service Strengths Analysis
Auditing creates Results
Baseline your Corrective Actions
for Continuous Improvement
Nurture your Service Strengths
Check your Service Strategies

15. Get a for your organization customized
SERVICE INDUSTRY
QUALITY MANAGEMENT SYSTEM PLAN
and
OUTPERFORM YOUR COMPETITION !
Get a quote now !
(Certain Federal Training Grants apply)

16. Call us anytime for a detailed and customized
Quality Management System
Project development estimate !
The Art of Quality Consulting
…a Brand of Technology Applications International LLC. Orlando, FL, USA
ISO Certified Auditors for Quality Management Systems
5635 Commerce Drive, Orlando, 32839
Phone: 407-342-8458 - Fax: 407-442-3016
email: info@theartofquality.com
website: http://www.theartofquality.com