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introduction,what is service quality,dimensions of product quality, dimensions of service quality, difference between product and service,just in time
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Quality Aspects in Service
Organizations
ITFT College, Chandigarh 14/26/2014
Introduction
• Customers have a wide variety of options tochoose frm.
• Service sector changing rapidly due to:
Change in Environment
Change in Life styles
Changing technology
Computerization
ITFT College, Chandigarh2
4/26/2014
What is Service Quality?• a comparison of consumer’s expectations
with performance of product & services.
• Expectations determined by past experiencesand personal needs.
ITFT College, Chandigarh 34/26/2014
Dimensions of Product Quality• Reliability
• Credibility
• Availability
• Affordability
• Durability
• Sustainability
ITFT College, Chandigarh 44/26/2014
Dimensions of Service Quality• Reliability
• Courtesy
• Security
• Communication
• Responsiveness
ITFT College, Chandigarh 54/26/2014
Difference between Service & Manufacturing Organizations
• Tangibility
• Inventory
• Customers
• Employees
• Location
ITFT College, Chandigarh 64/26/2014
Quality Control• The act of overseeing all activities and tasks
needed to maintain a desired level ofexcellence.
ITFT College, Chandigarh 74/26/2014
ITFT College, Chandigarh 84/26/2014
Advantages
ITFT College, Chandigarh 94/26/2014
better productsand services
ITFT College, Chandigarh 104/26/2014
Establishing a good
reputation for a
company
higher revenue from
having more
satisfied customers.
Just in Time (JIT)
• A strategy for inventory management in which rawmaterials and components are delivered from thevendor or supplier immediately before they areneeded in the manufacturing process.
ITFT College, Chandigarh 114/26/2014
ITFT College, Chandigarh 124/26/2014
JIt Means …
ITFT College, Chandigarh 134/26/2014
Eliminating
defects and scrap
Keeping work
flows moving
ITFT College, Chandigarh 144/26/2014
Eliminating
inventories
Maximizing usage of space
Reducing travel
distances
Types of JIT
• JIT PRODUCTION: production starts only when a customerplaces an order.
• JIT PURCHASING: purchasing of raw material for productionis also carried out once the customer places an order.
ITFT College, Chandigarh 154/26/2014
Benefits of JIT• Customer needs
• Inventory Costs
• Coordination
ITFT College, Chandigarh 164/26/2014
DeMIng’s PrIncIPle
• Concept developed by William EdwardsDeming .
• Helped in improving design (and thus service),product quality & testing through variousmethods, including the application ofstatistical methods.
ITFT College, Chandigarh 174/26/2014
DeMIng’s 14 PrIncIPle
• Constancy of purpose
• The new philosophy:
• Cease dependence on mass inspection
• End lowest tender contracts
• Improve every process
• Institute training on the job
• Institute leadership
ITFT College, Chandigarh 184/26/2014
Contd….
• Drive out fear
• Break down barriers
• Eliminate exhortations (Targets)
• Permit pride of workmanship
• Eliminate arbitrary numerical targets
• Encourage Education
• Top management commitment and action
ITFT College, Chandigarh 194/26/2014
THANK YOU
ITFT College, Chandigarh 204/26/2014