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Showing posts from November, 2013

QUALITY AND CUSTOMER SERVICE

Quality measurements in manufacturing teams are actually somewhat easy to do – simply determine the number of parts that fail in a specific and measurable manner and review those failures against the successes or targets that have been set. 
Implementation of Self Directed Teams with appropriate Scanlon or Ruckerplans are great ways of having the teams doing the work, self police themselves in fact which makes it an even more cost effective solution and helps those companies that make the effort truly stand out from their competition! 
Customer service (template and administrative) teams too are not too difficult to measure – here a quality team would be ensuring that a representative provides appropriate information based on company direction and that they do not deviate from a set script that has been assigned to them. 
In technical teams however, measuring quality is not a simple thing to do. Standard KPIs are almost always based around Quantity (for example, number of calls handled,…