Elements Of An Effective Quality Management System

Elements of an effective Quality Management System and its deployment in Customer Service Operations

Dictionary has many definitions: “Essential characteristic,” “Superior,” etc. Some definitions that have gained wide acceptance in various organizations: “Quality is customer satisfaction,” “Quality is Fitness for Use.” The American National Standards Institute (ANSI) and the American Society for Quality (ASQ) define quality as: “ The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. ” Quality is first and foremost about meeting the needs and expectations of customers . It is important to understand that quality is about more than a product simply "working properly". What is quality?

Meaning of Quality Fitness for Consumer Use Producer’s Perspective Consumer’s Perspective Quality of Conformance ,[object Object],[object Object],Quality of Design ,[object Object],[object Object],Marketing Production Meaning of Quality

The Consequences of Poor Quality ,[object Object],[object Object],[object Object],[object Object]

Quality Management Principles: Definition ,[object Object],[object Object],*From the Quality Management Principles website: http://www.wineasy.se/qmp/about.html

CUSTOMER in Quality Management CUSTOMER-DRIVEN CUSTOMER FEEDBACK & INVOLVEMENT CUSTOMER SATISFACTION CUSTOMER FOCUS COMPETITIVE- NESS

Focus on the Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Customer Satisfaction

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Elements of Service Quality Management

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Elements of Service Quality Management

Quality Improvement Initiatives ,[object Object],[object Object],[object Object],[object Object]

Quality Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Essential Elements of Quality Management System

[object Object],[object Object],[object Object],Essential Elements of Quality Management System ,[object Object],[object Object],[object Object],[object Object]

Elements Of An Effective Quality Management System

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (20)

Similar to Elements Of An Effective Quality Management System

Similar to Elements Of An Effective Quality Management System (20)

Recently uploaded

Recently uploaded (20)

Elements Of An Effective Quality Management System