Question

(1) Use your favorite Internet search engine to look up any four of the following quality experts. Write a one-paragraph biographical sketch in your own words that list his contributions to quality improvement.

a.	Walter A. Shewhart
b.	Harold F. Dodge
c.	Harry G. Romig
d.	Joseph M. Juran
e.	Genichi Taguchi
f.	Kaoru Ishikawa
g.	Armand V. Feigenbaum

(2) The American economy is a service economy that contributes almost 78% in the US Economy, followed by a 20% manufacturing economy. It has become important to maintain the service quality of the businesses. What is the role of tools and techniques in service quality management? Discuss.

Answer 1

Answer :-

1) If we talk about the Quality experts or contributions in quality improvement, Top 4 contributors are as follows :-

• Walter A. Shewhart
• Joseph M. Juran
• Kaoru Ishikawa
• Harry G. Romig

Lets take a process or business where in inbound calling is there and we as a customer service agents needs to answer all the queries of the customer. If we talk about the quality, these above mentioned four people contributed a lot towards the business and shown a tremendous improvement in terms of quality. Several feedback has been given to them in the starting such as :- Rate of speech was high, tone was not clear, lack of software knowledge, resolution time was lengthy, typing speed was slow, issue resolving time was too long because process was not been followed correctly & entering incorrect data of the customer, They were not doing the security verification of the customer while receiving any inbound call of the customer in order to check whether the customer who is calling is genuine or not.

Hence these four people were given feedback on the above mentioned situations where they were making mistakes during quality audits. Now, we have seen a tremendous change in them as they have taken the feedback in a very positive manner and worked towards their improvement on above mentioned mistakes they were doing it earlier. They have now become the Quality champions and becomes the backbone of the business.

2) American service industry contributes 78% in the U.S. economy because the quality provided to the customers should be up to the mark and should be very good. Post manufacturing and selling the products to the customers, customer service or post service is really very important. This shows how much you are taking care of your customers and how early you are resolving their issues with full efforts.If we talk about American service industry, following tools and techniques should always kept in the mind which is really very beneficial for service economy and customer satisfaction.

If we talk about the agents who are working in a given process as customer care executives, proper feedback should be given to them in order to achieve 100% customer satisfaction and to avoid the mistakes during the call.

Also make the agents to listen to their calls and ask them to Analyse themselves that where they are making the mistakes and give proper feedback according to it.

Always ask the agents to send surveys to the customers post every interaction in order to analyze the loose points and where we need to work upon.

We also need to remind agents on daily basis in team meetings and huddles about the targets they need to achieve and what are the customer needs and how we can fulfill their requirement in a qualitative and quick manner.

Always audits their few of the calls per agent on daily basis in order to identify the mistakes they are doing and give proper feedback according to the same in order to meet the targets. Always learn from past mistakes which other agents has done earlier in the past and give proper customer service to maintain the goodwill of the organization which will result in customer satisfaction and building business profits.

Always give them Awards or rewards for employees who are contributing more or great towards business and customer satisfaction, this will result in employee satisfaction and increase in their motivation too for best results.

Never degrade the employees who are not doing well in the contribution towards customer satisfaction as compared to people who are contributing a lot. Always work as a team and make other team members realize how important the customer satisfaction is and always motivates them, so that they can be improved in future. May be some of them requires a refresher training or some might have the challenges in process knowledge Gap or software knowledge issues. Work as a team and get all the issue resolved.

Hence, by using above mentioned points, tools & techniques we can run the business very smoothly as they plays a major role in U.S. economy and service quality management.

Thanks,