In general, the concept of quality management based on customer satisfaction. The success of a product can be seen from the customer response. Basically the customer will be satisfied when they receive the product they want in accordance with both the characteristics and usefulness. In the concept of six sigma customers expect the success of 99.99% is not a product defect and fault close to the "Zero".Rabu, 28 Maret 2012
Motorola Concept
In general, the concept of quality management based on customer satisfaction. The success of a product can be seen from the customer response. Basically the customer will be satisfied when they receive the product they want in accordance with both the characteristics and usefulness. In the concept of six sigma customers expect the success of 99.99% is not a product defect and fault close to the "Zero".
Selasa, 27 Maret 2012
Principles of Lean Service
Development of lean concepts are applied to products of services, administration, banking.
The exact specifications of the product the customer wants.
Elimination of all waste streams included in the service process (moments of truth) in order to create value flow without resistance
The pursuit of excellence to achieve perfection (zero waste) through continuous improvement in radical (radical continuous improvement)
The exact specifications of the product the customer wants.
identifications of value stream for each of the services.
Elimination of all waste streams included in the service process (moments of truth) in order to create value flow without resistance
Establish an anti-error (mistake-proof system) of each service process (moments of truth) to avoid waste and delay
The pursuit of excellence to achieve perfection (zero waste) through continuous improvement in radical (radical continuous improvement)
Principles of Lean Manufacturing
5 principles of lean manufacturing a product having the form of goods
Identification of value stream for each product
Establish a pull system that allows customers to use Kanban pull value from the producer.
The exact specifications of the product the customer wants
Identification of value stream for each product
Elimination of all waste any product included in the process flow in order to create value flow without resistance
Establish a pull system that allows customers to use Kanban pull value from the producer.
The pursuit of excellence to achieve perfection (zero waste) through continuous improvement in radical (Radical Continuous Improvement).
Kamis, 22 Maret 2012
Quality of Service Parameters
Several dimensions or attributes that need to be considered in improving the quality of services are:
1. Timeliness of services, which take into account is the waiting time and processing time, accuracy of service, relating to the reliability of error-free service.
2. Courtesy and hospitality to provide services, especially for those who interact directly with customers from outside such as telephone operators, security guards, drivers, administrative staff, cashiers, concierge, nurses and others. Image of the service industry services is largely determined by those companies that are at the forefront in serving the external customer directly.
3. Liability, relating to the receipt of orders and handling complaints from external customers.
4. Completeness, regarding the scope and availability of support services and other complementary services.
5. Ease of getting care, related to the number of outlets, number of serving officers, such as cashiers, administrative staff, the number of support facilities such as computers for data processing and others.
6. Variation model of service, relating to innovations to provide new patterns in the service, the service features.
1. Timeliness of services, which take into account is the waiting time and processing time, accuracy of service, relating to the reliability of error-free service.
2. Courtesy and hospitality to provide services, especially for those who interact directly with customers from outside such as telephone operators, security guards, drivers, administrative staff, cashiers, concierge, nurses and others. Image of the service industry services is largely determined by those companies that are at the forefront in serving the external customer directly.
3. Liability, relating to the receipt of orders and handling complaints from external customers.
4. Completeness, regarding the scope and availability of support services and other complementary services.
5. Ease of getting care, related to the number of outlets, number of serving officers, such as cashiers, administrative staff, the number of support facilities such as computers for data processing and others.
6. Variation model of service, relating to innovations to provide new patterns in the service, the service features.
Rabu, 21 Maret 2012
Implementation of Lean-Sigma in Service Company
Lean-Sigma is not only intended for the manufacturing industry, so the service industry has not found the format of the application of Lean-Sigma. In general, Lean Six Sigma improvement-oriented management system. So it is possible that once applied to service companies.
Conceptually lean sigma can be applied to industrial / service companies because the emphasis is lean sigma improvement of the system by eliminating any waste in every process of production or service process in order to increase added value and to give satisfaction to the customer.
Conceptually lean sigma can be applied to industrial / service companies because the emphasis is lean sigma improvement of the system by eliminating any waste in every process of production or service process in order to increase added value and to give satisfaction to the customer.
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