INTRODUCTIONTO QUALITY SERVICE

• Quality Guest Service


  The consistent delivery of products and services which not only meets the expectations but also exceeds the expectations of guests
• Quality is variable to the one defining it
• Quality (according to Joseph Juran)

  Fitness for use
• Quality (according to ISO)


  The totality of features and characteristics of a good or service that bear on its ability to satisfy a given or implied need
• Product


  Anything that can be offered to a market for attention, acquisition, use, or consumption that could satisfy a need or want
• Service product components


  • Goods
  • Services
• Goods


  • Physical objects for which a demand exists; their physical attributes are preserved over time; and their ownership can be established, can exist independently of the owner, and can be traded on markets
• Services


  • Intangible, heterogeneous, inseparable, and perishable
• Goods and services cannot be separated in the delivery of services
• Dimensions of quality for service products

  • Performance
  • Features
  • Reliability
  • Conformance
  • Durability
  • Serviceability
  • Aesthetics
  • Perceived quality
• Performance


  A service product's primary operating characteristics
• Features


  Secondary aspects of performance that supplement the basic functioning of a service product
• Reliability


  The ability to perform the promised service product dependably and accurately
• Conformance


  A service product's design and characteristics should meet the standard set
• Durability


  The amount of use before a specific product deteriorates
• Serviceability


  The speed, courtesy, competence, and ease of repair
• Aesthetics


  How a service product is perceived, a matter of personal judgement
• Perceived quality


  Guests usually do not have a complete guide on a service product's dimension; unknowingly, they are indirectly measuring and this measurement is the only basis for them to compare brands
• Notable people in service quality

  • Walter Shewhart
  • William Edward Deming
  • Joseph Juran
  • Philip Crosby
  • Armand Feigenbaum
  • Kaoru Ishikawa
  • Genichi Taguchi
• Walter Shewhart


  The father of Statistical Quality Control and also related to the Shewhart Cycle (PDCA Cycle)
• William Edward Deming


  Championed the work of Walter Shewhart, including statistical process control, operational definitions, and the "Shewhart Cycle"; initiated the Zero Defects Program; credited with a 25% reduction in the overall rejection rate and a 30% reduction in scrap cost
• Joseph Juran


  Wrote the Quality Control Handbook; revolutionized the Japanese Philosophy on quality management; the first to incorporate the human aspect of quality management (Juran Trilogy)
• Armand Feigenbaum


  Devised the concept of Total Quality (TQC) which inspired Total Quality Management (TQM)
• Kaoru Ishikawa


  Rejuvenated the norm in the workplace; believed that quality should not stop in reinventing a product alone (Fishbone Theory)
• Genichi Taguchi


  Developed a methodology for applying statistics to improve the quality of manufactured goods; quantified the relationship between the experience of a customer and profits of a company
• Total quality management (TQM) is the continual process of detecting and reducing or eliminating errors in manufacturing