quality assurance in service -...

Quality Assurance in Service

IAV431 Week 4

Quality Assurance

� Quality Assurance that relies primarily on inspection after production is referred to as acceptance sampling

� Quality assurance efforts that occur during production are referred to as statistical process control

Approaches to Quality Assurance

Inspection before/after production

Corrective action during production

Quality built into the process

Acceptance Sampling

Process Control ContinuousImprovement

The least progressive

The most progressive

Inspection

� Monitoring in the production process can occur at three points: before production, during production and after production.

Inputs Transformation OutputsInputs Transformation Outputs

Acceptance Sampling

Process Control Acceptance Sampling

Where to inspect in the process

1. Raw materials and purchased parts

2. Finished products

3. Before a costly operation

4. Before an irreversible process

5. Before a covering process

Examples of inspection points

Type of business Inspection

points

Characteristics

Fast Food Cashier Accuracy

Parking Lot Safe, well-lighted

Hotel/Motel Main Desk Appearance, Waiting

time, accuracy of bills

Maid service Completeness,

productivity

Supermarket Deliveries Quality, Quantity

Shelf displays Appearance

Importance of Quality Assurance & Control

Client’s Quality Expectation

Group activity

What is good customer service

� What comprises “good” customer service?

� Describe one “good” customer service experience. What made it “good”?

� Describe one “bad” customer service experience. What � Describe one “bad” customer service experience. What made it “bad”?

The Gaps Model of Service Quality

Closing the gaps

� Gap 1: Learn what customers expect

� Gap 2: Establish the right service quality standards

� Gap 3: Ensure that service performance meets standards

� Gap 4: Ensure that delivery matches promises

Service Satisfaction Information System

� Customer Complaints

� Surveys

� Employee Surveys

� Focus Groups

� “Mystery shopping” research� “Mystery shopping” research

� Competitive market surveys - benchmark

Measuring Satisfaction

� Qualitative Research

� Understand key drivers / determinants

� Questionnaire design

� Data analysis