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Cards in this deck (41)
- 1Classic AccommodationExtra employees or skills to compensate for variations
- 2Low Cost AccommodationLow cost labor, outsourcing, and self service to cut the cost of accommodation
- 3Classic Reduction AccommodationCustomers to engage in more self service, use reservation systems, or adjust expectations
- 4Uncompromised Reduction AccommodationUses knowledge of the customer to develop procedures that enable good services while minimizing the variation impact on the delivery service
- 5The Production Line ApproachMcDonald's pioneered; think of approach as manufacturing process rather than service process; focus on things rather than the employees
- 6The Self Service ApproachAutomation can burden the customer; have customer take a greater role in service process; must be developed what to do and fail safed to avoid mistakes
- 7The Personal Attention ApproachNordstrom and Ritz-Carlton; face to face with total customization; sales person to customer relationship
- 8Elements of a Good Service Guarantee-Unconditional
-Meaningful to the customer
-Easy to understand and communicate
-Painless to invoke (given proactively) - 9Conclusions about Service Guarantees1. Any guarantee is better than no guarantee
2. Involve the customer as well as employees in design
3. Avoid complexity or legalistic language.
4. Do not quibble when a customer invokes the guarantee
5. Make it clear that you are happy for the customer to invoke the guarantee - 10Service BlueprintThe flowchart of a service process, emphasizing what is visible and what is not visible to customers
- 11Poka YokesProcedures that prevents from mistakes from becoming defects
- 12Fail SafingFinding a potential defect and coming up with a poke yoke or procedure to prevent the defects from transpiring
- 13Characteristics of Well Designed Service Systems1. Element of service system s consistent with the operating focus
2. User friendly
3. Robust (cope effectively with variations in demand)
4. Consistent performance is easily maintained
5. Provides links between the back office and front office so that nothing falls between the cracks
6. Manages the evidence of service quality: customers see value of service
7. Cost effective - 14QualityDegree to which performance meets or exceeds customer expectations
- 15Performance-Expectation=0Quality expectations have been met
- 16Performance - Expectations <0Quality expectations have not been met
- 17Performance - Expectations >0Exceeded quality expectations
- 18Product Quality DimentionsPerformance
Aesthetics
Special Features
Conformance
Reliability
Durability
Perceived Quality
Serviceability - 19Service Quality DimentionsConvenience
Responsiveness
Time
Assurance
Reliability
Courtesy
Tangibles
Consistency - 20Determinants of Quality1. Design
2. Conformance
3. Ease of use
4. Service after delievery - 21Appraisal CostsRelate to inspection, testing, and other activities intended to uncover defective products/services
- 22Prevention CostsRelate to attempts to prevent defects from occurring; cost of planning, working with vendors, training, quality controls, extra attention in design and production
- 23Failure CostsIncurred by defective parts/products or faulty services
- 24Internal Failure CostsDiscovered during the production process; rework costs, problem solving, scrap, downtime
- 25External Failure CostCosts related to delivering substandard products or services to customers; returned goods, reworking costs, warranty costs, loss of goodwill
- 26ISO 9000 2000Demonstrate the level of quality and continually improve
- 27ISO 9000Documentation that quality control process is in use. International business
- 28Three broad elements of TQM1. Continuous improvement
2. Make sure that all employees are involved
3. Customer satisfaction - 29Six Approaches to TQM1. Find out what the customers want
2. Design a product that would meet or exceed what the customers want
3. Design processes that facilitates doing the job right the first time
4. Keep track of the results
5. Extend throughout the process
6. Commitment from top mgt - 30Six SigmaImprove quality, save time, cut costs; improve customer satisfaction; having no more than 3.4 defects per million opportunities in processes/products/services
- 31Six Sigma: 4 Management Components1. Provide strong leadership
2. Define performance metrics
3. Select projects likely to achieve business results
4. Select and train appropriate people - 32Six Sigma: 4 Technical Components1. Improving process performance
2. Reducing variation
3. Utilizing statistical methods
4. DMAIC- define, measure, analyze, improve, control - 33Efficiency EquationActual output/ effective capacity X 100
- 34Utilization EquationActual output/Design capacity *100
- 35Flow chart implicationsIdentify where possible problems may occur
- 36Check sheetsType of defect, location of defect
- 37Histograms implicationsFinds unusual values
- 38Pareto analysis ImplicationsTechnique for classifying problem areas according to degrees of importance
-Resolve most important first, least for last - 39Scatter diagrams implicationsCorrelation of processes
- 40Control chart implicationsMonitor a process to see if process output is random
- 41Cause and effect diagram implicationsSearch for a possible cause of a problem
-Fish bone diagram (method with causes stemming from it)
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- Flashcards on Untitled, created by tbalbuena on 07/11/2014.
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- tbalbuena
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