服务管理：运作、战略与信息技术(原书第9版)教师手册MGH 9thIM_06 Quality_new.doc

Chapter 6 Service Quality Chapter 6 Service Quality PAGE 82 PAGE 101 81 CHAPTER 6 SERVICE QUALITY TEACHING NOTE The intangible nature of the service package requires a comprehensive approach to quality control that begins with service design and includes the attitudes, training, and motivation of service personnel. Our discussion begins with defining and measuring service quality using the SERVQUAL instrument. Students should be challenged to think imaginatively about devising measures of service performance. The idea of designing quality into the service process includes tools such as Poka-yoke or failsafing, and quality function deployment. A Walk-through Audit quality assessment tool is developed with an example. Achieving service quality begins with understanding the cost of quality and the use of statistical process control techniques. The chapter concludes with the topic of service recovery planning. SUPPLEMENTARY MATERIALS Case: The Ritz-Carlton Hotel Company: The Quest for Service Excellence (HBS: CU09-PDF-ENG) The case examines Ritzs processes, leadership, technology, systems, and people as they align to achieve long term goals. Students learn about Ritz-Carltons history and corporate philosophy, and analyze the challenges of being a quality service provider. Issues addressed include how the company should remedy defects in its customer service, achieve its customer retention goals, and maintain a culture of service while experiencing rapid growth. (quality control, six-sigma) Cases: We Can Hear You Now (A): A Customer Survey Design for a Six Sigma Project at Crutchfield Corp. (HBS: UV3960-PDF-ENG) The director of CS at a customer-focused catalog electronics company has asked a Six Sigma Black Belt for assistance in evaluating several ideas to effectively obtain and analyze feedback from users of its CS department. A Design For Six Sigma project was run six years previously and discovering why the company used the Six Sigma project, as opposed t