ITFT-Quality in service organizations

Quality Aspects in Service

Organizations

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Introduction

• Customers have a wide variety of options tochoose frm.

• Service sector changing rapidly due to:

Change in Environment

Change in Life styles

Changing technology

Computerization

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What is Service Quality?• a comparison of consumer’s expectations

with performance of product & services.

• Expectations determined by past experiencesand personal needs.

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Dimensions of Product Quality• Reliability

• Credibility

• Availability

• Affordability

• Durability

• Sustainability

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Dimensions of Service Quality• Reliability

• Courtesy

• Security

• Communication

• Responsiveness

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Difference between Service & Manufacturing Organizations

• Tangibility

• Inventory

• Customers

• Employees

• Location

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Quality Control• The act of overseeing all activities and tasks

needed to maintain a desired level ofexcellence.

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Advantages

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better productsand services

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Establishing a good

reputation for a

company

higher revenue from

having more

satisfied customers.

Just in Time (JIT)

• A strategy for inventory management in which rawmaterials and components are delivered from thevendor or supplier immediately before they areneeded in the manufacturing process.

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JIt Means …

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Eliminating

defects and scrap

Keeping work

flows moving

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Eliminating

inventories

Maximizing usage of space

Reducing travel

distances

Types of JIT

• JIT PRODUCTION: production starts only when a customerplaces an order.

• JIT PURCHASING: purchasing of raw material for productionis also carried out once the customer places an order.

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Benefits of JIT• Customer needs

• Inventory Costs

• Coordination

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DeMIng’s PrIncIPle

• Concept developed by William EdwardsDeming .

• Helped in improving design (and thus service),product quality & testing through variousmethods, including the application ofstatistical methods.

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DeMIng’s 14 PrIncIPle

• Constancy of purpose

• The new philosophy:

• Cease dependence on mass inspection

• End lowest tender contracts

• Improve every process

• Institute training on the job

• Institute leadership

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Contd….

• Drive out fear

• Break down barriers

• Eliminate exhortations (Targets)

• Permit pride of workmanship

• Eliminate arbitrary numerical targets

• Encourage Education

• Top management commitment and action

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THANK YOU

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