Why Quality in Service?
You face a special challenge: Meet customer needs while remaining economically competitive. Automated processes can make an impact, but services are still labor-intensive. There can be no substitute for high-quality personal interaction between service employees and customers. Use quality practices to:
- Understand and improve operational processes.
- Identify problems quickly and systematically.
- Establish valid and reliable service performance measures.
- Measure customer satisfaction and other performance outcomes.
Put Quality to Work for You
- Flowchart – Tool
Create a graphical representation of your process and reveal opportunities for improvement.
May 2009
- Innovation Generation – Free Webinar
Peter Merrill shares how you can create an innovation process and an innovative culture.
May 2009
- Six Sigma Marketing – Sample Chapter
Six Sigma and marketing forge a powerful, focused discipline to increase market share and revenues.
May 2009
Additional Resources
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