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SIX SIGMA for Service Industry

SIX SIGMA for Service Industry. FORE School of Management, New Delhi June 19, 2009. Total Quality Management. Meaning of Quality and its evolution. “Quality is both thinking why something is done, and why it is done that way: then thinking differently to improve it.” Taiichi Ohno,

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SIX SIGMA for Service Industry

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  1. SIX SIGMA for Service Industry FORE School of Management, New Delhi June 19, 2009

  2. Total Quality Management Prof. Vivek Kumar

  3. Meaning of Quality and its evolution Prof. Vivek Kumar

  4. “Quality is both thinking why something is done, and why it is done that way: then thinking differently to improve it.” Taiichi Ohno, Toyota Prof. Vivek Kumar

  5. QUALITY? Prof. Vivek Kumar

  6. Definition ‘Fitness for purpose or use’. - J M Juran ‘Conformance to specifications’ - Anonymous Prof. Vivek Kumar

  7. Definition ‘A predictable degree of uniformity and dependability at low cost and suited to market.’ - W E Deming ‘Quality is conformance to requirements.’ - Philip B Crosby Prof. Vivek Kumar

  8. Definition Quality Low High Low Cost High Prof. Vivek Kumar

  9. Total means… TOTAL implies – • Complete (100%) • All Areas and Functions • All Activities • All Employees • All Times Prof. Vivek Kumar

  10. Total Quality means • Requires a cultural change and attitudinal change. • Improving customer service and satisfaction. • Everyone understands their roles, responsibilities and authority. Prof. Vivek Kumar

  11. Total Quality means • Everyone understands the internal customer/supplier chain. • Ensuring Total Teamwork. • Pulling down functional barriers. • Eliminating problems. Prof. Vivek Kumar

  12. Total Quality means • Achieving global competitive advantage. • Process of continuous improvement. • Eliminating waste in the institution. • Involving everyone. Prof. Vivek Kumar

  13. “Quality May Not Be What You Think It Is” Prof. Vivek Kumar

  14. Customer? • Who is a customer? • Who is the customer to the service on? • What are his/her expectations? Prof. Vivek Kumar

  15. Service industry factors? • Time • Timeliness • Completeness • Courtesy • Consistency Prof. Vivek Kumar

  16. Service industry factors? • Accessibility • Convenience • Accuracy • Responsiveness Prof. Vivek Kumar

  17. Erroneous Assumptions 1. The Belief that Quality means Goodness, or Luxury, or Shininess, or Weight. 2. The Belief that Quality is Intangible and, therefore, not Measurable. 3. The Belief that there is an “Economics of Quality”. Prof. Vivek Kumar

  18. Erroneous Assumptions 4. The Belief that the Problems of Quality are Originated by the Employees. 5. The Belief that Quality Originates in the Quality Department. Prof. Vivek Kumar

  19. Absolutes of Quality • The definition of Quality is Conformance to Requirements • The System of Quality is Prevention • The Performance Standards is Zero Defects • The Measurement of Quality is the Price of Nonconformance Prof. Vivek Kumar

  20. Some Quality Certifications • ISO 9001:2008 Quality Management System • Six Sigma Prof. Vivek Kumar

  21. Remember Customer satisfaction is first and foremost a state of mind and action …, an every minute of every day obsession. - Charles M Cawley President, MBNA Prof. Vivek Kumar

  22. A Story Captain Eddie Rickenbacker was president of Eastern Airlines, he demonstrated to top management the impact of poor service. Baggage handling had deteriorated badly at Eastern, and nothing he had done had improved it. So Rickenbacker called a meeting of his top managers in a hot Miami hotel with no air conditioning. Prof. Vivek Kumar

  23. Story contd. When the managers checked in, Rickenbacker had the desk clerks tell them their bags would be brought to their rooms. But the bags were locked in a storage area instead. The managers arrived for the next morning’s meeting mostly unshaved and in dirty clothes. Prof. Vivek Kumar

  24. Story contd. The baggage remained “lost” all that day. Finally it was delivered at 3 A.M., with hotel clerks pounding on the executives’ doors. On the second morning, Rickenbacker said, “Now you know how the customer feels when you mishandle his luggage!” (Today’s Leader/Manager) Prof. Vivek Kumar

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