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

2. Total Quality Management March 10, 2016Prof. Vivek Kumar2

3. March 10, 2016Prof. Vivek Kumar3 Meaning of Quality and its evolution

4. March 10, 2016Prof. Vivek Kumar4 “Quality is both thinking why something is done, and why it is done that way: then thinking differently to improve it.” Taiichi Ohno, Toyota

5. March 10, 2016Prof. Vivek Kumar5 QUALITY?

6. March 10, 2016Prof. Vivek Kumar6 Definition ‘Fitness for purpose or use’. - J M Juran ‘Conformance to specifications’ - Anonymous

7. March 10, 2016Prof. Vivek Kumar7 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

8. March 10, 2016Prof. Vivek Kumar8 Definition JunkDesired Quality Bad BusinessSmall, selected market Quality HighLow Cost Low High

9. Total means… TOTAL implies – Complete (100%) All Areas and Functions All Activities All Employees All Times March 10, 2016Prof. Vivek Kumar9

10. Total Quality means Requires a cultural change and attitudinal change. Improving customer service and satisfaction. Everyone understands their roles, responsibilities and authority. March 10, 2016Prof. Vivek Kumar10

11. Total Quality means Everyone understands the internal customer/supplier chain. Ensuring Total Teamwork. Pulling down functional barriers. Eliminating problems. March 10, 2016Prof. Vivek Kumar11

12. Total Quality means Achieving global competitive advantage. Process of continuous improvement. Eliminating waste in the institution. Involving everyone. March 10, 2016Prof. Vivek Kumar12

13. March 10, 2016Prof. Vivek Kumar13 “Quality May Not Be What You Think It Is”

14. Customer? Who is a customer? Who is the customer to the service on? What are his/her expectations? March 10, 2016Prof. Vivek Kumar14

15. Service industry factors? Time Timeliness Completeness Courtesy Consistency March 10, 2016Prof. Vivek Kumar15

16. Service industry factors? Accessibility Convenience Accuracy Responsiveness March 10, 2016Prof. Vivek Kumar16

17. March 10, 2016Prof. Vivek Kumar17 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”.

18. March 10, 2016Prof. Vivek Kumar18 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.

19. March 10, 2016Prof. Vivek Kumar19 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

20. Some Quality Certifications ISO 9001:2008 Quality Management System Six Sigma March 10, 2016Prof. Vivek Kumar20

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 March 10, 2016Prof. Vivek Kumar21

22. March 10, 2016Prof. Vivek Kumar22 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.

23. March 10, 2016Prof. Vivek Kumar23 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.

24. March 10, 2016Prof. Vivek Kumar24 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)