Quality Service Management

Table of contents

1. Cover
2. Half-Title Page
3. Title Page
4. Copyright Page
5. Dedication
6. Contents
7. List of figures
8. List of tables
9. Preface
10. Acknowledgments
11. 1 Introduction to service quality management
    1. Introduction
    2. Definition of quality
       1. Performance dimensions
    3. Historical evolution and influencers
       1. Walter Shewhart’s influence
       2. W. Edwards Deming’s influence
       3. Joseph Juran’s influence
       4. Kaoru Ishikawa’s influence
       5. Leonard Berry’s influence
    4. Contemporary quality management
    5. Six Sigma
       1. DMAIC
       2. Lean management
    6. References
12. 2 Process thinking in service quality management
    1. Introduction
    2. The business process
       1. Core business processes
       2. Supplemental processes
       3. Administrative and support processes
    3. Process description
       1. SIPOC
       2. Process performance
    4. Outcomes and variation
    5. Process thinking
       1. Comparison with MBO
    6. Deming’s system of profound knowledge
       1. Appreciation for a system
       2. Knowledge about variation
       3. Theory of knowledge
       4. Psychology
       5. Illustrative example
    7. References
13. 3 Service customer needs analysis
    1. Introduction
    2. Performance
       1. How customers judge performance
    3. Performance dimensions
       1. Performance dimension identification
       2. Cancer screening process
    4. Critical incident approach
       1. Affinity diagramming
    5. EH&S reporting case study
       1. Step 1: Comment collection
       2. Step 2: Comment summaries
       3. Step 3: Affinity creation
       4. Step 4: Performance dimension labelling
14. 4 Service quality performance metric development
    1. Introduction
    2. Operational definitions
    3. Inspection processes
    4. Data types
    5. Performance metric development
       1. Metric definitions
       2. Caveats
    6. Examples
       1. Call center
       2. X-ray laboratory
       3. Internal IT programming
       4. Tour guide
    7. Target setting
    8. Case study
    9. Reference
15. 5 Customer satisfaction survey development
    1. Introduction
    2. Purpose of a customer satisfaction survey
    3. Motivating participation
    4. Survey question list
    5. Survey response choices
       1. Number of response choices
       2. Fallacy of numerical equivalents
    6. Survey administration
    7. Examples
       1. EH&S reporting process
       2. Cancer screening system
16. 6 Basic tools for service quality analysis
    1. Introduction
    2. Information and data collection
       1. Analysis approaches
    3. Qualitative quality analysis tools
       1. Process flowchart
       2. Fishbone diagram
       3. Check sheet
       4. Pareto chart
       5. Scatter plot
       6. Contingency table
    4. Application guidelines
    5. Reference
17. 7 Statistical tools for service quality analysis
    1. Introduction
    2. Statistical framework
    3. Analysis approaches
       1. Key definitions
    4. Quantitative quality analysis tools
       1. Run chart
       2. Histogram
       3. Numerical summaries
       4. Prediction range and confidence interval
    5. Statistical analysis process flow
       1. Rules for run charts
       2. Rules for histograms
       3. Rules for statistical calculations
    6. Reference
18. 8 Theoretical foundations for statistical quality analysis
    1. Introduction
    2. Probability models
    3. Binomial model for proportion data
       1. Binomial example
       2. Sample size effects
       3. Proportion outcomes
    4. Poisson model for count data
       1. Poisson example
       2. Sample size effects
       3. Count outcomes
    5. Normal model probability calculations
       1. Normal example
    6. Comprehensive guide
       1. Conversion of measurements to proportions
       2. Conversion of categorical data to proportions
    7. Introduction to a statistical control chart
    8. References
19. 9 Service process stability analysis
    1. Introduction
    2. Statistical process control
    3. Control chart structure and interpretation
       1. Power and false alarms
    4. Proportion (P) control charts
    5. Unit count (U) control charts
    6. Rational subgrouping
    7. Control charts for measurement data
    8. Customer satisfaction survey analysis
    9. Control charts for monitoring performance
20. 10 Service process capability analysis
    1. Introduction
    2. Benchmarking service process performance
    3. SPC perspective
    4. PCA for proportion outcomes
    5. PCA for count outcomes
    6. Sources of benchmarks
    7. Internal performance comparisons
    8. PCA for measured outcomes
    9. PCA for customer satisfaction analysis
    10. Preventing benchmarking mistakes
        1. Comprehensive example
21. 11 Service reliability and intervention analysis
    1. Introduction
    2. Service reliability concepts
    3. FMEA
    4. Improving service processes
       1. 5S
       2. Poka yoke
       3. Standard work
    5. Statistical intervention analysis
       1. Two-sample hypothesis test for proportion data
       2. Two-sample hypothesis test for count data
       3. Two-sample hypothesis test for measurement data
    6. To inspect or not to inspect
    7. Vendor or server certification
       1. Vendor audits
22. 12 Quality improvement foundations
    1. Introduction
    2. Historical background
       1. Six Sigma foundations
       2. Lean foundations
    3. Quality improvement program development
    4. Project initiation
       1. QI project motivation
       2. Project justification
       3. Example 1
       4. Example 2
       5. Example 3
    5. Team selection
    6. Performance targets
    7. Project authorization
    8. Project communication
    9. References
23. 13 Quality improvement project management
    1. Introduction
    2. DMAIC
       1. Project timeline
       2. Comprehensive case study
    3. D: Define
    4. M: Measure
    5. A: Analyze
    6. I: Improve
    7. C: Control
    8. Reference
24. 14 Quality system creation and deployment
    1. Introduction
    2. Quality system framework
    3. Infrastructure foundations
       1. Choose a sound quality methodology
       2. Remove fear associated with job security
       3. Create a culture of cooperation
       4. Communicate the system to stakeholders
    4. Turnbacks and escapes
    5. Faulty quality management practices
       1. MBO
       2. Performance dashboards
    6. Organizing the quality function
       1. Roles and responsibilities
       2. Ensure departmental involvement
       3. Focus on an appropriate toolbox
       4. Develop skilled project facilitators
    7. Reference
25. 15 Quality improvement with remote collaboration
    1. Introduction
    2. Challenges and opportunities
       1. Impact of distance
       2. Impact of language and culture
       3. Impact of technology skills
       4. Impact of workspace
       5. Impact of work tasks
    3. Recommended approach
    4. Software application recommendations
       1. Teleconferencing applications
       2. Collaborative software applications
       3. Social networking applications
       4. Project dissemination applications
26. Index