The role of guolitg in business

THE ROLE O1 QUAL1TY 1N BUS1NESS

AGENDA
DEFNTON OF "&ALITY HSTORY OF "&ALITY TOP FRMS WHCH
EMPHASZE "&ALITY "&ALITYMANAGEMENT TECHNQUES SX SGMA B&$INE$$ RESULTS
AFTER "&ALITY MPROVEMENT STRATEDGES TO BE EMPLOYED CUSTOMER SERVCE
WHAT I$ "&ALITY?
"&ALITY refers to the systematic policies, methods and procedures used to ensure that goods and
services are produced with levels that satisfy customer needs.
M&LTIPLE DEFINITION$
PERFECTION CON$I$TENCY PERFECTION
CONSSTENCY ELMNATNG ELMNATNG WASTE WASTE SPEED OF DELVERY SPEED OF
DELVERY COMPLENCE WTH POLCES AND COMPLENCEPROCEDURES AND PROCEDURES
WTH POLCES DONG T RGHT THE FRST TME TOTAL CUSTOMER DONG T RGHT THE FRST
TME SERVCE AND SATSFACTON
TOTAL CUSTOMER SERVCE AND SATSFACTON
HI$TORY OF "&ALITY
1450 B.C Egypt pyramid construction used statistical analysis for construction. 1940-50 Needed
dissemination of quaIity control technique. They gradually migrated to industries. 1990-2000-Market
driven strategy. Present-mportance in car and healthcare industry.
TOP FIRM$ WHICH EMPHA$IZE "&ALITY
o o o o o
Nokia Adidas Ford $atyam cinemas WaImart
"&ALITY MANAGEMENT TECHNI"&E$
SX SGMA STATSTCAL PROCESS CONTROL CONTNOUS PROCESS MPROVEMENT ZERO
DEFECTS"&ALITY CRCLE TOTAL "&ALITY MANAGEMENT(TQM)
$IX $IGMA
Six sigma is a business management strategy originally developed by Motorola. Six sigma seeks to
improvequaIity of process outputs by identifying and removing the causes of defects (errors)& variability
in manufacturing and business process. t uses a a set quaIity management methods including statiscal
methods and creates a special infrastructure of people within the organization. Each six sigma project
carried out within an organization follows a defined sequence of steps and has quantified financial targets
(cost reduction or profit increase).
LI$T OF $IX $IGMA COMPANIE$
B&$INE$$ RE$&LT$ AFTER "&ALITY IMPROVEMENT
Improved
empIoyee skiII. Improved productivity. Improved customer satisfaction. -8% improvement in return
to saIes. -9% improvement in assets.
$TRATEGIE$ TO BE EMPLOYED
No
gold plating. Dont give extras -adds no value. -it is beyond scope. -could cost more. -may be based on
impressions not requests. -must be planned not inspected.
C&$TOMER $ERVICE
Any or all interactions which the customer has with your organization while conducting business. t is the
ability to provide a service or product in the way it has been promised t is also about treating customers
with respect, individuality, and personal attention
WHY C&$TOMER$ LEAVE?
Poor $ervice
69%
13% 9%
9%
Product Dissatisfaction Others
Better Prices EIsewhere
WHAT "&ALITIE$ ARE IMPORTANT TO O&R C&$TOMER$?
Accuracy FriendIiness TimeIiness Efficiency Courtesy Honesty
C&$TOMER $ERVICE- G&E$T
G Greet the customer U Understand customer needs E Explain features and benefits S Suggest
additional items T Thank the customer
TIP$ FOR A GOOD C&$TOMER $ERVICE
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 Dont 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
B&T
"uestions
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