Risk Management as a Quality Tool for the Service Domain


Dye, Jim (jim.dye@mail.sprint.com)   (2000, ASQ)   Sprint Business, Tulsa, OK

Service Quality Conference, Scottsdale, AZ    Vol. 9    No. 0
QICID: 18865    September 2000    pp. 1-26
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Article Abstract

Jointly with the 7th Asia Pacific Quality Organization Conference: SQD presentation

[PowerPoint presentation slides only]

Cost-cutting procedures and increased reliance on new technology create a threat to customer satisfaction. Methods developed by safety management can help corporate leadership address customer complaints and manage risks. Human errors and system errors are inherent to the complex systems characteristic of both safety and service domains. An Event Reporting System is a useful method of studying a system's failure points and a means of understanding system operations. The Prevention and Recovery Information System for Monitoring and Analysis (PRISMA) uses three main steps to continuously and systematically analyze and interpret incidents and process deviations. In step one the incident is investigated and a causal tree constructed. This is followed by classification of root causes using the Eindhoven Classification Model (ECM). Root causes classified by ECM entered into the database allow patterns of risk to emerge and provide a basis for objective decision making.


Customer satisfaction (CS),Decision making,Systems analysis,Root cause analysis (RCA),Service sector,Quality tools

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