Quality Aspects in Service Organizations ITFT College, Chandigarh 1 4/26/2014
Nov 02, 2014
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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