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 CONSISTENCY PERFECTION

CONSISTENCY ELIMINATING ELIMINATING WASTE WASTE SPEED OF DELIVERY SPEED OF DELIVERY COMPLIENCE WITH POLICIES AND COMPLIENCEPROCEDURES AND PROCEDURES WITH POLICIES DOING IT RIGHT THE FIRST TIME TOTAL CUSTOMER DOING IT RIGHT 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 o o o o

Nokia Adidas Ford Satyam cinemas 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 Dissatisfaction Others

Better Prices Elsewhere

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

Sign up to vote on this title
UsefulNot useful