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Elements Of An Effective Quality Management System

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Elements of an effective Quality Management System and its deployment in Customer Service Operations
Dictionary has many definitions: “Essential characteristic,” “Superior,” etc. Some definitions that have gained wide acceptance in various organizations: “Quality is customer satisfaction,” “Quality is Fitness for Use.” The American National Standards Institute (ANSI) and the American Society for Quality (ASQ) define quality as: “ The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. ” Quality is first and foremost about meeting the needs and expectations of customers . It is important to understand that quality is about more than a product simply "working properly". What is quality?
Meaning of Quality Fitness for Consumer Use Producer’s Perspective Consumer’s Perspective Quality of Conformance ,[object Object],[object Object],Quality of Design ,[object Object],[object Object],Marketing Production Meaning of Quality
The Consequences of Poor Quality ,[object Object],[object Object],[object Object],[object Object]
Quality Management Principles: Definition ,[object Object],[object Object],*From the Quality Management Principles website: http://www.wineasy.se/qmp/about.html
CUSTOMER in Quality Management CUSTOMER-DRIVEN CUSTOMER FEEDBACK & INVOLVEMENT CUSTOMER SATISFACTION CUSTOMER FOCUS COMPETITIVE- NESS
Focus on the Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customer Satisfaction
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Elements of Service Quality Management
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Elements of Service Quality Management
Quality Improvement Initiatives ,[object Object],[object Object],[object Object],[object Object]
Quality Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Essential Elements of Quality Management System
[object Object],[object Object],[object Object],Essential Elements of Quality Management System ,[object Object],[object Object],[object Object],[object Object]
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Elements Of An Effective Quality Management System

  • 1. Elements of an effective Quality Management System and its deployment in Customer Service Operations
  • 2. Dictionary has many definitions: “Essential characteristic,” “Superior,” etc. Some definitions that have gained wide acceptance in various organizations: “Quality is customer satisfaction,” “Quality is Fitness for Use.” The American National Standards Institute (ANSI) and the American Society for Quality (ASQ) define quality as: “ The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. ” Quality is first and foremost about meeting the needs and expectations of customers . It is important to understand that quality is about more than a product simply "working properly". What is quality?
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  • 6. CUSTOMER in Quality Management CUSTOMER-DRIVEN CUSTOMER FEEDBACK & INVOLVEMENT CUSTOMER SATISFACTION CUSTOMER FOCUS COMPETITIVE- NESS
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