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

PERFECTIONCONSISTENCYELIMINATING WASTESPEED OF DELIVERYCOMPLIENCE WITH POLICIES AND PROCEDURESDOING IT RIGHT THE FIRST TIMETOTAL CUSTOMER SERVICE AND SATISFACTION

PERFECTION

CONSISTENCY

ELIMINATING WASTE

SPEED OF DELIVERY

COMPLIENCE WITH POLICIES AND PROCEDURES

DOING IT RIGHT THE FIRST TIME

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 Nokiao Adidas o Fordo Satyam cinemaso 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

9%9%

13%

69%

Others

Product Dissatisfaction

Better Prices Elsewhere

Poor ServiceWHY CUSTOMER’S LEAVE?

WHAT QUALITIES ARE IMPORTANT TO OUR CUSTOMERS?

AccuracyFriendlinessTimelinessEfficiencyCourtesyHonesty

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