19-01-2013, 02:56 PM
THE SERVICE MANAGER’S PRIMER TO QUALITY
THE SERVICE.ppt (Size: 206.5 KB / Downloads: 142)
GENICHI TAGUCHI
Born in Japan, 1924
Electrical Engineer
Worked during 1950’s to improve Japan’s post-WWII telephone communication system
Father of the “Taguchi Method” and “Robust Engineering”
Don’t run away!
Not a mathematician?
You can still successfully apply Taguchi Method concepts to your service business.
Basic concepts are simple.
Just keep reading.
Competitive Edge 101:
“In the next century, the capability of developing robust technology will be essential to the competitiveness of any manufacturing enterprise.” (Tsai) (Taguchi: p xi)
Substitute “robust services” and “service enterprise.” You need this.
Quality Defined
“Any engineered system reaches its ‘ideal function’ when all of its applied energy (input) is transformed efficiently into creating desired output energy.” (Robust p. 6)
Employee energy = input
Customer satisfied = output
Basic Ideas:
CUSTOMER SATISFACTION
Design to the highest standards early in the process to eliminate all non-random errors
Quality Loss = Loss to Society quantified through “Quality Loss Function”
Variation (+/-) from optimal measure results in a loss.
For best results, GET HELP.
Conclusion:
Best improvement is early in the process.
Use expert consulting help for full experiment and implementation.
Successfully used in airlines, insurance, hotels and restaurants.
Quality is a major feature that sets a service apart from the rest.