Question

Continuous Improvement is a philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs. The Japanese manufacturer, as well as service providers, have long used this concept. Kaizen is the Japanese word for continuous improvement. Whilst there are several definitions of quality, ultimately it is about satisfying needs and expectations. TQM attempts to maximize the organization’s performance through continual improvement of its products, services, processes or people. TQM supports an organization’s drive to become globally competitive. The future of quality will have a significant impact on global competition, managing customer expectations and dealing with limited resources.

Please use the manufacturing company as an example

Area of Operations	Specific focus area
Total Quality Management	1. Select a product or service within an organization and discuss the ten (10) determinants of quality, and how it impacts on your organization.
	2. Identify areas for improvement and compile an action plan for such improvements.

Answer 1

1. we will take example of automotive company which manufactures and sell cars to the customers through a network of dealerships.

The 10 determinants of service quality could be as below:

1. Responsiveness: Take the timely action and give prompt response to customer complain or service requirement.

2. Reliability: It is factor of giving satisfactory service every time and do it right for the first time only. it reflects dependability and consistency.

3. Competence: having required skill to perform the service

4. Access: It means customers can reach easily for service help.

5. Communication: A transparent and timely communication with the customers becomes important to win the confidence

6. Courtesy: being polite and considerate with the customers.

7. Security: There should not be any doubt in mind of customers related to damage or loss

8. Credibility: Keeping the customers interest first and same the customers should also appreciate

9. Customer Understanding: Knowing your customer well and their needs are clearly identified.

10. Tangibles: Showing the physical evidence of the service which also represent the quality of work.

These 10 determinants becomes very important to be followed so that Organization can win the trust of the customers, and customers start valuing the organization with very high regards in terms of service delivery quality.

2. One of the are of improvement is competence, There has been issue related to the competence of service engineer because of their Individual knowledge level, their skills and willingness to provide quality service. Other one is related to the communication policy with the customer.

Action plan for improvement:

1. Conduct training: Technical training at regular interval and also the assessment of the understanding of training concepts by service engineer and grade them accordingly.

2. Soft Skill training: Soft skill training will be mainly focused towards the behavioral aspect of the service engineer and this will lead to improved capability to interact with customer and understand the customer need.  

3. Set up a SOP for communication with customers whenever service transaction has to happen. Clearly communicate the issue, their implication and cost of service. take cognizance of customer and initiate the action.