Designing Quality

Service
Rizqa N. Amalina
Theocrysto Freddy Martua
A Closer Look at Quality
• Poka Yoke
The Three TS
Anticipate error using “not to fail” system

Fail-safe methods can be also defined by the “Three TS”

Task Treatment
1. Tasks to be performed

2. Treatment provided to customer

3. Tangibles provided to customer

Tangibles
A Closer Look at Quality
• Customer benefit Package

Many Organizations have employee benefits packages, service firms can develop customer benefit
package (CBPs)

Tangibles that define the service

Intangibles that make up the service

Different between employee and service benefit package is ultimate of benefits package
A Closer Look at Quality
• Customer benefits packages (CBP)

Four stages of the service benefit package design process

1. Idea/concept generation
2. The definition of a service package
3. Process definition and selection
4. Facilities requirements definition
A Closer Look at Quality
• Customer benefits packages (CBP)

Idea / Concept
generation

Define
Service Package

Select and
define process

Define facility
requirments
A Closer Look at Quality
• Customer benefits packages (CBP)

The Objective of customer benefit design to :

• Make sure the final CBP attributes you are using are the correct ones
• Evaluate the relative importance of each attribute in the customers mind
• Evaluate each attribute in terms of process and service encounter capability
• Evaluate each attribute in terms of process and service encounter capability
• Avoid CBP duplication and proliferation
• Bring each CBP, and associated process and service encounters, to market as quickly as possible.
Use the CBP framework and final attributes to design facilities, processes, equipment, jobs, and
service encounters
• Maximize customer satisfaction and profits.
A Closer Look at Quality
. Services Package
 Unique services package
 Selective services package
 Restricted services package
A Closer Look at Quality
• Service transaction service

This service improvement technique that allows manager to analyze their service process at very detailed level
A Closer Look at Quality
• Improving customer service in government

The government established a searchable list of 4,000 customer service standards for 570 federal
departments and agencies

In first year only 3 agencies responded with agreement to commit to service standards
• Security Administration
• The IRS
• Postal service
A Closer Look at Quality
Government Service Quality : Stop and Go Process

• Quality in health care

• Health care is facing the same “cost squeeze” that government is facing
• A move to HMO’s is causing hospitals to streamline operations
• There is increased diversity in health care
A Closer Look at Quality
Government Service Quality : Stop and Go Process

• Suply chain quality in service

Bi-directional Services Supply Chain

A Closer Look at Quality
Government Service Quality : Stop and Go Process

• Suply chain quality in service

Proposition 1: Unified services theory

Proposition 2: The unreliable supplier dilemma
Proposition 3: Capricious Labor
Proposition 4. Everyone presumes to be an expert