Service quality. Unit 11 & Chapter 6. Ever wonder what 99.9% meant?. Is a goal of 99.9% good enough? 1 hour of unsafe drinking water every month 2 unsafe plane landings per day at O’Hare Airport in Chicago 16,000 pieces of mail lost by the U.S. Post Office every hour.
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Unit 11 & Chapter 6
Is a goal of 99.9% good enough?
1 hour of unsafe drinking water every month
2 unsafe plane landings per day at O’Hare Airport in Chicago
16,000 pieces of mail lost by the U.S. Post Office every hour.
20,000 incorrect prescriptions every year
500 incorrect operations each week
50 babies dropped at birth every day
22,000 checks deducted from the wrong bank account each hour
32,000 missed heart beats per person each year
1992 Baldrige winner’s Texas Instruments DSEG (now Raytheon TI Systems)
Design for Manufacturability & assembly,
Root cause analysis, FMEA, Fault trees, Quality Function Deployment, Focused factories, Group technology, Smart simple design, 5s, visual systems
Quality awareness, Teams, Autonomous work groups, Baldrige quality award, ISO 9000, Deming, PDCA, Policy Deployment (Hoshin Kanri), Supplier Mgt & certification, Six sigma, Metrics/scorecards/ dashboards, Benchmarking, JIT/Lean mfg. Corrective action program, Kaizen events, Total Productive Maintenance (TPM), cost of quality, zero defects, ISO1400, EMS, Servqual (gap analysis)
VariationSPC (control charts), Process capability (Cpk), Design of Experiments, Taguchi, acceptance sampling, Gauge R&R, other statistical tools
Mistakes mistake-proofing (poka-yoke), Just culture, Standardization
Ergonomics, Human factors engineering
Here’s how the looks...
Gap #1: Lack of market research
Inadequate upward communication
Too many levels of management
Gap #2: Inadequate management communication of service quality
Perception of infeasibility
Inadequate task standardization
Absence of goal setting
1) Role ambiguity and conflict
2) Poor employee or technology job fit
3) inappropriate control systems
4) Lack of perceived control
5) Lack of teamwork
Gap #4: 1) Inadequate horizontal communication
2) Propensity to overpromise
Mistake-proofing is the use of process design features to facilitate correct actions, prevent simple errors, or mitigate the negative impact of errors.
…What else would it be worth mistake-proofing?
Can you think of examples of mistake-proofing in your car?
Source: make your service fail-safe. Chase, R. B., And D. M. Stewart. 1994. Sloan management review (spring): 35-44.
1/3 of customer complaints relate to
problems caused by the customer themselves
Who is the better shot?
Here is why:
Even outcomes that are equally likely (like dice), when you add them up, become bell shaped
Add up about 30 of most things
and you start to be “normal”
Normal distributions are divide up
into 3 standard deviations on
each side of the mean
Once your that, you
know a lot about
what is going on
And that is what a standard deviation
is good for
Good quality: defects are rare (Cpk>1)
Poor quality: defects are common (Cpk<1)
Cpk measures “Process Capability”
If process limits and control limits are at the same location, Cpk = 1. Cpk≥ 2 is exceptional.