Quality for Service Quality for Service OrganizationsOrganizations
Implementation of ISO 9001:2000 for Service Sector
ISO is the International Organization for Standardization.
It is made up of national standards institutes from countries large and small, industrialized, developing or in transition in all regions of the world
ISO develops voluntary technical standards, which add value to all type of business applications
ISO –non governmental sector-establish in 1947 ISO standards help raise levels of quality, safety,
reliability, efficiency, compatibility and interchangeability and provide these benefits at an economical cost.
Overview
What are StandardsStandards are documented agreements
containing technical specification or other precise criteria to be used consistently as rules, guidelines or definition of charactics, to ensure that materials, products, processes and services are fit for their purpose
How are ISO standard developed in Service Sector?ISO follows principles.
◦Consensus ◦Industry Wide ◦Voluntary
On this principles ISO can be applied to
all service sectors
Certifying Bodies
Several Certifying bodies like◦ BVQI◦ BIS◦ KPMG◦ DNV◦ TUV
ISO Certificates in Different Service Sector
ISO 9000-Quality Management System Certificate
ISO 14001-Environment Management System
QS 9000- Quality System for automotive industry
SA 8000- Social Accountability (retailer and manufacture)
HACCP- Hazard Analysis Critical Control Points (food safety certification)
OHSAS 18001 – Occupational Health and Safety Certification
Software Specific: CMM Six Sigma ISO 27000 – (Internet security Management)
Difference Between Product Company /Service Company
Product Company ◦ Client Interface low ◦ Specification
verifiable easily ◦ Variability low
• Service Company • Client interface
high (customize) • Interpretation and
perception• Variability high
Service Sector Issues
-Intangibility
-Value Perception
-Simultaneous Production and Delivery
-Timeliness
-Infrastructure
-Heterogeneity/Personal Dependency
-Demand Fluctuations
-Customer’s Participation in Delivery
-Inconsistencies
WHAT Customer
Wants
HOW you will provide
Solve Whole
problem
Customer knows
You knows Yes
No
Yes No
What is Quality Meeting agreed requirements between
organization and customer Full feeling legal requirements Full feeling your own organization’s requirements
Purpose of Quality
•Customer Satisfaction
•Consistency of Service/Production
“ The Quality of Product is largely determined by the Quality of the process that is used to develop and maintain it.”- By juran, Deming. Based on TQM
What is Quality Management System
ISO 9000, the international standard specifies Quality Management System, requirement for use where an organization’s capability to provide confirming products and/or services needs to be demonstrated.
ISO 9000 is aimed primarily at achieving CUSTOMER SATISFACTION by meeting customer and applicable regulatory requirements through application of the system, its continual improvement and the prevention of non-conformities at all stages.
The standard requirements are generic and apply to all product categories and any industry sector.
It is applicable to all type and sizes of organizations and can also be used by internal and external parties.
QMS Aspects
1. Management Responsibility2. Resource Management (Men,
Material, Money and Methods)3. Making & Delivering a Product4. Monitoring & Improving your
Product/Process
3. Making & Delivering Product
PDCA-Plan, Do, Check, Act Cycle Quality Plan Customer Requirement Purchase Production/Service Plan
Quality Plan
a. Means what you want?b. How you going to achieve your goal?c. More detail quality plan more effect to
customersd. What we provide, how, when etc.e. Detail plan depends on customer, service etcf. If you have proper plan, you can offer
missing things.
Customer Requirements
Confirm the audience’s needs if you are not sure
State the needs of the audience
Requirements, offers, agreed requirement cycle
Agreed requirement –people who deliver it should be agreed
Review it Simply draw attention Additional requirement
(Change management)
Customer Satisfaction
Quality Value
Service
Purchase
a. Item, service, subcontractb. Have a process for selecting
vendorsc. Method of verifying if this vendor
will be suitable for your organization
d. “Purchase order”- complete details of product/service you want
e. Verify your received productf. Evaluate/monitor performance of
vendor
Production/Service Plan
a. Production/service schedule plan depends on business nature (how)
b. Equipmentsc. Instrumentsd. Work instructione. Periodic /In process checking-
Inspectionf. Calibrated instruments.
1. Management 1. Management ResponsibilityResponsibility Management Commitment Customer focus Quality policy Planning
◦ Quality objectives◦ Quality management system planning
Responsibility, authority, and communication◦ Responsibility and authority◦ Management representative◦ Internal communications
Management review◦ General◦ Review input◦ Review output
2. Resource Management2. Resource Management
Provision of ResourcesHuman Resources
◦General◦Competence, Awareness, and
TrainingInfrastructureWork Environment
4.Monitoring and Improving 4.Monitoring and Improving ProductProductGeneralMonitoring and Measurement
◦ Customer Satisfaction◦ Internal Quality Audit◦ Stage wise Monitoring and Measurement of
Product/ProcessesControl of Nonconforming productAnalysis of DataImprovement
◦ Continual Improvement◦ Corrective action◦ Preventive action
How to Achieve Service QualityHow to Achieve Service Quality
Defining service QualityProcess InteractionService MixService ValidationService Control ConditionTraining and Service personal
PolicyService Delivery ValidationDimension of customer PerceptionWork Environment
Service Failure/RecoveryService Failure/Recovery
Types of Complaints/Non Conformities
Non Availability of EquipmentNon Availability of StaffService ToleranceService Recovery PoliciesData Analysis Tools and
TechniquesWhy customers don’t complaint?
Benefits of Good ServicesBenefits of Good Services
Customers Loyalty◦ Repeat business◦ Positive word of mouth◦ Premium of good service◦ Cross selling
Job Satisfaction◦ Morale◦ Pride of ownership
Quality Management Quality Management PrinciplePrincipleCustomer FocusLeadershipContinual ImprovementFacts Based Decision MakingInvolvement of peopleProcess ApproachSystem ApproachMutually beneficial
suppliers/associates relationships
Steps in ISOSteps in ISO
There are various points which defines the way a company or an organization can get the certificate.