30104297-The-role-of-quality-in-business(1)

THE ROLE OF QUALITY IN BUSINESS:

THE ROLE OF QUALITY IN BUSINESS PRESENTED BY THIRUMAL

AGENDA:

AGENDA DEFINITION OF QUALITY HISTORY OF QUALITY TOP FIRMS WHICH EMPHASIZE QUALITY QUALITY MANAGEMENT TECHNIQUES SIX SIGMA BUSINESS RESULTS AFTER QUALITY IMPROVEMENT STRATEDGIES TO BE EMPLOYED CUSTOMER SERVICE

WHAT IS QUALITY?:

WHAT IS QUALITY? QUALITY refers to the systematic policies, methods and procedures used to ensure that goods and services are produced with levels that satisfy customer needs.

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MULTIPLE DEFINITIONS PERFECTION CONSISTENCY ELIMINATING WASTE SPEED OF DELIVERY COMPLIENCE WITH POLICIES AND PROCEDURES DOING IT RIGHT THE FIRST TIME TOTAL CUSTOMER SERVICE AND SATISFACTION PERFECTION CONSISTENCY ELIMINATING WASTE SPEED OF DELIVERY COMPLIENCE WITH POLICIES AND PROCEDURES DOING IT RIGHT THE FIRST TIME TOTAL CUSTOMER SERVICE AND SATISFACTION

HISTORY OF QUALITY :

HISTORY OF QUALITY 1450 B.C Egypt pyramid construction used statistical analysis for construction. 1940-50 –Needed dissemination of quality control technique. They gradually migrated to industries. 1990-2000-Market driven strategy. Present-Importance in car and healthcare industry.

TOP FIRMS WHICH EMPHASIZE QUALITY:

TOP FIRMS WHICH EMPHASIZE QUALITY Nokia Adidas Ford Satyam cinemas Walmart

QUALITY MANAGEMENT TECHNIQUES:

QUALITY MANAGEMENT TECHNIQUES SIX SIGMA STATISTICAL PROCESS CONTROL CONTINOUS PROCESS IMPROVEMENT ZERO DEFECTS QUALITY CIRCLE TOTAL QUALITY MANAGEMENT(TQM)

SIX SIGMA:

SIX SIGMA Six sigma is a business management strategy originally developed by Motorola. Six sigma seeks to improve quality of process outputs by identifying and removing the causes of defects (errors)& variability in manufacturing and business process. It uses a a set quality 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).

LIST OF SIX SIGMA COMPANIES:

LIST OF SIX SIGMA COMPANIES

BUSINESS RESULTS AFTER QUALITY IMPROVEMENT:

BUSINESS RESULTS AFTER QUALITY IMPROVEMENT Improved employee skill. Improved productivity. Improved customer satisfaction. -8% improvement in return to sales. -9% improvement in assets.

STRATEGIES TO BE EMPLOYED:

STRATEGIES TO BE EMPLOYED No gold plating. Don’t give extras -adds no value. -it is beyond scope. -could cost more. -may be based on impressions not requests. -must be planned not inspected.

CUSTOMER SERVICE:

CUSTOMER SERVICE Any or all interactions which the customer has with your organization while conducting business. It is the ability to provide a service or product in the way it has been promised It is also about treating customers with respect, individuality, and personal attention

WHY CUSTOMER’S LEAVE?:

Others Product Dissatisfaction Better Prices Elsewhere Poor Service WHY CUSTOMER’S LEAVE?

WHAT QUALITIES ARE IMPORTANT TO OUR CUSTOMERS?:

WHAT QUALITIES ARE IMPORTANT TO OUR CUSTOMERS? Accuracy Friendliness Timeliness Efficiency Courtesy Honesty

CUSTOMER SERVICE- GUEST:

CUSTOMER SERVICE- GUEST G – Greet the customer U – Understand customer needs E – Explain features and benefits S – Suggest additional items T – Thank the customer

TIPS FOR A GOOD CUSTOMER SERVICE:

TIPS FOR A GOOD CUSTOMER SERVICE 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 Don’t 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:

THE KILLER WORD BUT

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Questions