Service quality success

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Service quality success

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Service quality success

  1. 1. The Art of Quality Consulting POWER PRESENTATION SERVICE QUALITY SUCCESS KEYS TO SUCCESS
  2. 2. Benefits of establishing aTOTAL SERVICE QUALITY SYSTEM or HOW TO GENERATE & ESTABLISH ABSOLUTECOMPETITIVE ADVANTAGEWITHIN YOUR SERVICE INDUSTRY NICHE By proactively driving Total Service Quality Management
  3. 3. Is your Service Quality down…? Does your customers need you to become ISO certified…? Do you want to outperform your competition withthe Highest Service Quality possible…? Then you are on the absolute right place…!
  4. 4. EXTRAORDINARYSERVICE COMPANIESneed EXTRAORDINARY QUALITY MANAGEMENT SYSTEMS
  5. 5. Strategic SERVICE INDUSTRY focused Quality Planning ApproachWith our compelling concept development we engage and helpour service industry clients to achieve the highest organizational ServiceQuality Standards possible through...Strategic Service Quality Plan DevelopmentCurrent Organizational Quality Performance Gap AnalysisImplementation of effecitve Quality ProceduresBuild up an effective Quality Management SystemDevelop Service Quality Key Performance IndicatorsTrain Employees towards Continuous Improvement Clear Step by Step Guidance to develop valuableService Quality Advantages to your Competition !
  6. 6. Service Quality Shifting FROM “ZERO DEFECT” (MANUFACTURING) IMPROVEMENT PLANNING to “ZERO DEFECT” SERVICE INDUSTRY QUALITY IMPROVEMENT THINKINGImprovement Planning Systems in Manufacturing are important necessary components forproduction success. Production Companies all over the world have embraced Quality drivenImprovement concepts like LEAN , ISO and Six Sigma as Improvement Approach.100% detailed Quality production requirement planning for “Zero Defects” in production is thecommon Best Practice approach in every production facility. SHIFT TO EMBRACE “ZERO DEFECT” SERVICE INDUSTRY QUALITY PLANNINGOur experience and research shows that 90% of all Quality Plans written for Servicecompanies 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. 7. TYPICAL QUALITY CONTROLIMPROVEMENT CYCLE PLANNING
  8. 8. ISO 9001:2008 Quality Management SystemHow 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. 9. ISO has perfect Quality Management Standardsfor 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. 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. 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 StructureAll that helps to make the Customer HAPPY !
  12. 12. YOUR COMPANYHow does all that Quality Management Fit together ?
  13. 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. 14. WHY AUDITING ON SERVICE QUALITY ?Check Your Organizational Quality Performance PotentialService Strengths AnalysisAuditing creates ResultsBaseline your Corrective Actionsfor Continuous ImprovementNurture your Service StrengthsCheck your Service Strategies
  15. 15. Get a for your organization customized SERVICE INDUSTRY QUALITY MANAGEMENT SYSTEM PLAN andOUTPERFORM YOUR COMPETITION ! Get a quote now ! (Certain Federal Training Grants apply)
  16. 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

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