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Ethics Integrity Trust Training Teamwork Leadership Recognition Communication
Ethics Integrity Trust Training Teamwork Leadership Recognition Communication
Ethics Integrity Trust Training Teamwork Leadership Recognition Communication
Ethics
Integrity
Trust
Training
Teamwork
Leadership
Recognition
Communication
TQM has been coined to describe a
philosophy that makes quality the driving
force behind leadership, design, planning,
and improvement initiatives.
These elements can be divided into four
groups according to their function. The
groups are:
the customer is
DUE TO
NEW TECHNOLOGY
MARKET COMPETITION
SOCIAL UPHEAVALS
INTERNATIONAL CONFLICTS.
Customer supply chain
Often Usually
non-linear linear
TQM Philosophy: Continuous Process Improvement
Implies
There is no Acceptable Quality level
Customer’s needs constantly change- they become
more demanding
•Performance
•Features
•Service
•Warranty
•Price
•Reputation
Feedback
Discover Customer Dissatisfaction
Discover relative priorities of quality
Compare performance with the competition
Identify customer’s needs
Determine opportunities for improvement
Surveys
Remember
a. Focus Group
b. Toll- Free Numbers
c. Customer Visits
d. Internet & Computers
e. Employee Feedback
f. Mass Customization
Customer service is the set of activities which could
be provided before, during or after the sale.
ORGANIZATION
• Lead by Example
• Listen to front-line people
• Strive for continuous improvement
THE GREAT QUALITY PRINCIPLES
1. Quality can be improved and costs reduced at the same time.
2. Improving quality increases competitive advantage. Therefore, the goal should be
ultimate quality performance.
3. All variance results in loss to the system as a whole and loss to society.
Therefore, variance must be reduced.
4. Quality is perceived in the mind of the customer. Discover what customers value
now and what they may value in the future. To be the supplier of choice, exceed
their expectations.
5. Design products and services according to customers’ values, and standardize
the processes that produce them while also accommodating the specific needs of
individual customers.
6. Management controls the system; therefore quality improvement must begin with
management.
7. Detect defects, errors, and variances immediately, and provide
high-quality feedback immediately.
Earl Naumann says,
Customers’ suggestions
Their dissatisfaction with a product/ service
How they feel they were treated
Their perception of quality
What they would like in future products/ services, or
Their expressions of satisfaction
Your Customers Are Talking, But
Are You Listening?
Why Bother?
There are myriad reasons it pays to know
what’s on your customers’ minds:
Customer retention:
Customer satisfaction:
Wouldn’t it be beneficial
Employee satisfaction:
Wouldn’t it be useful
Cost avoidance:
Wouldn’t it be a decided advantage
Unspoken
Performance
Kano Model
(Intangible)
Specified
• Required
• Desired
Performance
(Tangible)
Spoken
Satisfaction
Kano Model
Performance
Basic
• Essential
• Taken for granted
Unspoken
Satisfaction
Kano Model
Unanticipated
• Excitement
• Surprise
Specified
• Required
Unspoken • Desired
Performance
Basic
Spoken • Essential
• Taken for granted
Ch
Unspoken
an
e g
Satisfaction
Hearing The Voice Of The Customer
Marketing
Innovative Ideas Laws & Regulations
Wants
Tribal Knowledge
Contracts
Be a customer
Communicate with
customers