THE ROLE OF QUALITY IN

BUSINESS
AGENDA
 DEFINITION OF QUALITY
 HISTORY OF QUALITY
 TOP FIRMS WHICH EMPHASIZE QUALITY
 QUALITY MANAGEMENT TECHNIQUES
 SIX SIGMA
 BUSINESS RESULTS AFTER QUALITY
IMPROVEMENT
 STRATEDGIES TO BE EMPLOYED
 CUSTOMER SERVICE
WHAT IS QUALITY?
 QUALITY refers to the systematic policies,
methods and procedures used to ensure that
goods and services are produced with levels that
satisfy customer needs.
 MULTIPLE DEFINITIONS

PERFECTION

PERFECTION
CONSISTENCY
CONSISTENCY
ELIMINATING ELIMINATING
WASTE WASTE
SPEED OF DELIVERY
SPEED OF DELIVERY
COMPLIENCE WITH POLICIES AND
COMPLIENCEPROCEDURES
WITH POLICIES AND PROCEDURES
DOING IT RIGHT THE FIRST TIME
TOTAL
DOING IT RIGHT CUSTOMER
THE FIRST TIME SERVICE AND
SATISFACTION
TOTAL CUSTOMER SERVICE AND SATISFACTION
 HISTORY OF QUALITY

 1450 B.C Egypt pyramid construction used statistical

analysis for construction.

 1940-50 –Needed dissemination of quality control technique.

They gradually migrated to industries.

 1990-2000-Market driven strategy.

 Present-Importance in car and healthcare industry.

TOP FIRMS WHICH EMPHASIZE
QUALITY
o Nokia
o Adidas
o Ford
o Satyam cinemas
o Walmart
QUALITY MANAGEMENT TECHNIQUES

 SIX SIGMA
 STATISTICAL PROCESS CONTROL
 CONTINOUS PROCESS IMPROVEMENT
 ZERO DEFECTS
 QUALITY CIRCLE
 TOTAL QUALITY MANAGEMENT(TQM)
 SIX SIGMA
 Six sigma is a business management strategy originally developed by
Motorola.
 Six sigma seeks to improve quality of process outputs by identifying and
removing the causes of defects (errors)& variability in manufacturing and
business process.
 It uses a a set quality management methods including statiscal methods
and creates a special infrastructure of people within the organization.
 Each six sigma project carried out within an organization follows a
defined sequence of steps and has quantified financial targets (cost
reduction or profit increase).
LIST OF SIX SIGMA COMPANIES
 BUSINESS RESULTS AFTER
QUALITY IMPROVEMENT
 Improved employee skill.
 Improved productivity.
 Improved customer satisfaction.
-8% improvement in return to sales.
-9% improvement in assets.
STRATEGIES TO BE EMPLOYED

 No gold plating.
 Don’t give extras
-adds no value.
-it is beyond scope.
-could cost more.
-may be based on impressions not
requests.
-must be planned not inspected.
 CUSTOMER SERVICE
 Any or all interactions which the customer has with your
organization while conducting business.

 It is the ability to provide a service or product in the way it

has been promised

 It is also about treating customers with respect, individuality,

and personal attention
 WHY CUSTOMER’S LEAVE? Poor Service

69%

13% 9%
9%
Product Better Prices Elsewhere
Dissatisfaction
Others
WHAT QUALITIES ARE IMPORTANT
TO OUR CUSTOMERS?
 Accuracy
 Friendliness
 Timeliness
 Efficiency
 Courtesy
 Honesty
CUSTOMER SERVICE- GUEST
 G – Greet the customer

 U – Understand customer needs

 E – Explain features and benefits

 S – Suggest additional items

 T – Thank the customer

TIPS FOR A GOOD CUSTOMER
SERVICE
 Make yourself presentable/well groomed

 Greet each customer as he/she enters your service area.

 Make any eye contact when speaking to customers

 Be a good listener and show interest in what the customer is saying

 Don’t chat with other staff when customers are around

 Make customers feel important & appreciated

 Avoid rushing or doing too many things at once

 Apologize when something goes wrong

 Use positive verbal & body language

THE KILLER WORD

BUT
Questions