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Lean Office - Total Quality Management Superfactory Excellence Program™ www.superfactory.com © 2005 Superfactory™.  All Rights Reserved.
Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Operations 345© 2005 Superfactory™.  All Rights Reserved.
Service Quality Attributes © 2005 Superfactory™.  All Rights Reserved. Under- standing Tangibles Reliability Communication Credibility Security Responsiveness Competence Courtesy Access
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],TQM In Services © 2005 Superfactory™.  All Rights Reserved.
Evolution of Quality Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2005 Superfactory™.  All Rights Reserved. From To
Deming’s 14 Points ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],© 2005 Superfactory™.  All Rights Reserved.
Control Chart—collect data © 2005 Superfactory™.  All Rights Reserved. 18 12 6 3 9 15 21 24 27 2 4 6 8 10 12 14 16 Sample number Number of defects UCL = 23.35 LCL = 1.99 c  = 12.67

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Office Tqm Sample

  • 1. Lean Office - Total Quality Management Superfactory Excellence Program™ www.superfactory.com © 2005 Superfactory™. All Rights Reserved.
  • 2.
  • 3. Service Quality Attributes © 2005 Superfactory™. All Rights Reserved. Under- standing Tangibles Reliability Communication Credibility Security Responsiveness Competence Courtesy Access
  • 4.
  • 5.
  • 6.
  • 7. Control Chart—collect data © 2005 Superfactory™. All Rights Reserved. 18 12 6 3 9 15 21 24 27 2 4 6 8 10 12 14 16 Sample number Number of defects UCL = 23.35 LCL = 1.99 c = 12.67