What is excellent service? Meeting a customer's expectation is one of the aspect of excellent service. Both the retail and service industries can use the methods in the manufacturing industry to make customers happy.
Both the six sigma and lean methodologies have been used by companies in the manufacturing industry to improve their quality levels. Toyota for example has employed the lean methodologies to improve the production line and the corporate culture have been built around the lean concepts. Lean methodologies cover the following areas:
o Supply on demand based on customer's pull;
o Value. What are the values that will contribute to customers' satisfaction?;
o Value stream. Eliminate non value steps and creat a value stream;
o Flow. Ensure the flow is smooth and no interruption;
o Perfection.
Motorola has popularised the Six sigma methodology which follows a prescribed path of defline, measure, analyse, improve and control.
Quality is a prerequisite for achieving service excellence. Customers expect a flawless, friendly and prompt response every time. It is no longer adequate to just deliver it with a big smile. It goes beyond the big smile.
There is a need to continuously identify gaps in processes and to address the issue at hand immediately in order to deliver truly excellent service to customers and build customers' loyalty.
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