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.
Quality in the News
- Going Green - Sustainability and Social Responsibility
This article focuses on how the construction industry can incorporate ISO’s voluntary guidance document, ISO26000, to help make social responsibility operational through measurement and monitoring of performance improvements.
- Cover Feature: Lean for Distribution Logistics
The August issue of Material Handling Management magazine focuses on third party provider New Breed Logistics — an International Team Excellence award winner — and their use of Lean Six Sigma to increase througput.
Put Quality to Work for You
Additional Resources
Articles
Tools
Webinars
Featured Training
- Lean for Service
Lean is a philosophy and a powerful set of tools designed to eliminate waste from processes. It also focuses on what adds value in processes from a customer's perspective.
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