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TQM in Service sector

Our Training programme includes

Concepts JIT, Kaisen, Quality Function, TQC, TQM, ISO
Total Employee involvement in QC and QA Team working and problem solving Spreading improvement culture Formation of cross functional teams Motivations

Why is service quality necessary?

Customers in the service industry are more sensitive to service quality and service

delivery they are always in contact with front-line service personnel

Company's success and continuance depend on customer retention and this can only be achieved by rendering quality services . 70% of the reasons why a customer decides to change a supplier is due to service problems . It is much more expensive to attract a new customer than to keep a current one . To get a competitive advantage over others through a continuous improvement of the service The staff that interacts with the customer on a daily basis is the image of the company. Staff's skills, courtesy and service attitude make the customer build an opinion about the company's service quality. These are the most important positions in a company because they are the ones which must satisfy the customer

Journey of Quality From better to Best !

Quality Control Quality assurance Total Quality Management

Quality Control
Fitness for use.. Meeting specified requirements. Meeting standards requirements. Having consistency in products. Emphasis on inspection and checking.

These definitions of product Quality have control philosophy oriented towards segregating good from bad i.e. nothing but postmortem.

* Focus : The amount of Work i.e the final product.

Quality Assurance
QA is systematic process of checking to see whether a product or service being developed is meeting specified requirements * Wherever possible, start from building quality at design stage only & work to a particular method.

Gain Customer confidence towards the quality of the product.

Focus : The way work is done. i.e Customer Service

Total Quality Management

TQM is an integrated organizational approach delighting Customers (Both Internal and External) by exceeding their expectations on Continuous basis through involvement of all, in all aspects of operations, with appropriate problem solving methodology. Quality is a journey and not a destination & Quality target has to be 100% only. A strategic thing at the right time, at all times. approach to produce the best products and services through constant improvements by ensuring right thing at the right time, at all times.

Principles of Quality Management

Customer-Focused Organization Leadership Involvement of People Process Approach System Approach to Management Continual Improvement Factual Approach to Decision Making Mutually Beneficial Supplier Relationships.

Internal & External Customer

External Customer

The external customer is someone who signs a check, pays our employer, and ultimately makes our paycheck possible. External customers have choice, and if they don't like your product or service can take their business elsewhere.


Internal Customer
A co-worker, another department,

or a distributor dependent upon other to provide products or services.

Can be anyone in the organization.

Internal customers don't have a choice

Supplier Purchase Store I.T.

Customer ====== ====== ====== Store Manufacturing All departments


Quality is everywhere !!
Quality in manufacturing
Experienced during and after the product is ready Corrections can be done during process of manufacturing Attributes are tangible and measurable e.g. dimensions, finishing, viscosity

Quality in Service
Experienced on continuous basis through during transaction Not possible to correct as damage has already taken place. Measurement difficult as it is either perception or feelings. Direct transaction with masses. Attributes are intangible and difficult to measure Important dimensions are time, courtesy, Consistency, Accessibility, convenience, accuracy and responsiveness

Elimination of waste and Minimization of cost

Lean Thinking

7 Types of wastes (Mudas)

1.Over production 2.Over processing 3.Transportation 4.Inventory 5.Waiting time 6.Motion 7.Defects


Customer Dissatisfaction !!!


PDCA Cycle repeated to create continuous improvement


Plan Act Do Check

Continuous improvement

Total Employee Involvement (TEI)

Quality improvement in products and services can be obtained by greater involvement all the employees. Few techniques that facilitate involvement are, 5 S Housekeeping - Seiri, Seiton, Seiso, Seiketsu and Shitsuke

Kaizen - Small improvement with zero investment.

Quality Circles - Groups of employees who voluntarily meet together on a regular basis to identify, define, analyze and solve work related problems.


Measurement factors
Standard SERVQUAL factors developed by Parasuraman, Zeithaml & Berry Tangibles Reliability Responsiveness Assurance Empathy

ISO 9000 - The ISO 9000 family of standards represents an international consensus on good management
practices with the aim of ensuring that the organization can time and time again deliver the product or services that meet the clients quality requirements.
a) ISO 9000:2000 Fundamentals and Vocabulary b) ISO 9001:2000 Quality Management Systems Requirements c) ISO 9004:2000 Quality Management Systems Guidelines for performance improvements d) ISO 19011: 2002 Guidelines for quality and/or environmental management systems auditing


Customer Satisfaction !!

AnY Qs

Presented by
Prashant Marathe Pushkar Mathure Irfan Petiwala Santosh Patil Mary Lobo