Services Improvement, Including Certification. AKA: The SSPI Process


Brown, John O.   (1993, ASQC)   QualityAlert Institute; New York, NY

Annual Quality Congress, Boston MA    Vol. 47    No. 0
QICID: 9983    May 1993    pp. 386-392
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Article Abstract

A service supplier process improvement (SSPI) model allows a company to improve relations with its suppliers. SSPI starts with acceptance of the concept by the company's management and with the selection of a few service suppliers to engage in a pilot implementation of SSPI. Next, be sure the suppliers are aware of the functions of the individuals or departments with which they are in contact. This helps improve the match between a company and its service suppliers. Define the expectation and needs of the company and its suppliers, and set up appropriate performance standards. Understand that some factors in the relationship between the companies can be controlled for quality but that improvement of other factors is beyond the control of both parties. Use a process analysis technique to map the service, including the who, what, when, where, and how of each step in the service process. Focus on selected steps for improvement, such as the steps where most errors occur or the steps that occur most often. Set improvement goals and feedback measures. Two important measures are timeliness and accuracy. Document the procedures for improvement; implement them; and have an ongoing review and revision of the process. Remember to recognize the top service providers. These steps can lead to continuous improvement, as in one company that cut its service supply base by 25%, because the select few good performers were less expensive to work with, and as in one company that gained a three to one return on its investment in SSPI.


Certification,Process improvement,Service sector,Suppliers

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