quality assurance in service -...
TRANSCRIPT
Quality Assurance in Service
IAV431 Week 4
Quality Assurance
� Quality Assurance that relies primarily on inspection after production is referred to as acceptance sampling
� Quality assurance efforts that occur during production are referred to as statistical process control
Approaches to Quality Assurance
Inspection before/after production
Corrective action during production
Quality built into the process
Acceptance Sampling
Process Control ContinuousImprovement
The least progressive
The most progressive
Inspection
� Monitoring in the production process can occur at three points: before production, during production and after production.
Inputs Transformation OutputsInputs Transformation Outputs
Acceptance Sampling
Process Control Acceptance Sampling
Where to inspect in the process
1. Raw materials and purchased parts
2. Finished products
3. Before a costly operation
4. Before an irreversible process
5. Before a covering process
Examples of inspection points
Type of business Inspection
points
Characteristics
Fast Food Cashier Accuracy
Parking Lot Safe, well-lighted
Hotel/Motel Main Desk Appearance, Waiting
time, accuracy of bills
Maid service Completeness,
productivity
Supermarket Deliveries Quality, Quantity
Shelf displays Appearance
Importance of Quality Assurance & Control
Client’s Quality Expectation
Group activity
What is good customer service
� What comprises “good” customer service?
� Describe one “good” customer service experience. What made it “good”?
� Describe one “bad” customer service experience. What � Describe one “bad” customer service experience. What made it “bad”?
The Gaps Model of Service Quality
Closing the gaps
� Gap 1: Learn what customers expect
� Gap 2: Establish the right service quality standards
� Gap 3: Ensure that service performance meets standards
� Gap 4: Ensure that delivery matches promises
Service Satisfaction Information System
� Customer Complaints
� Surveys
� Employee Surveys
� Focus Groups
� “Mystery shopping” research� “Mystery shopping” research
� Competitive market surveys - benchmark
Measuring Satisfaction
� Qualitative Research
� Understand key drivers / determinants
� Questionnaire design
� Data analysis