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Copyright © 2005 Application Solutions Group, LLC. All Rights Reserved. 1

Service Quality Management -Achieving Excellence In Execution

2005 NISH Quality Conference

Vincent F. Amatulli & William F. Hauserman

Application Solutions Group


Discussion Agenda… The Basics of Quality Management

Concepts, Techniques & Tools

Factors of Excellence and Quality Success People, Processes & Systems

Establishing a High-Performance Service Quality Culture Responsibilities, Accountabilities & Value

Creating a Lessons-Learned Environment Issue Resolution for Quality Management

Your Questions







Your Questions


Basics of Quality ManagementA Systems Model

ManagementResponsibility

ResourceManagement

Product/ServiceRealization

Measurement, Analysis &

Improvement

UnderstandingRequirements

Input[needs/

requirements]Product/Service

Output[meeting

needs/requirements]

SatisfactionImprovement

Cycle

Customers &Stakeholders







Your Questions


Quality Management Excellence

ProcessIntegrity

ServiceIntegrity

ProductivityImprovement

ResourceManagement

Designing processes to help the enterprise

Delivering what the customer wants

Working as efficiently as possible

Managing resources to expectations


People

Pro

cess

Systems

Performance Excellence

Successful Quality Management


Environmental Deficiencies - Expectations - Consequences - Feedback - Task Interference

Skills/Knowledge Deficiencies - What to do - Why to do it - How to do it - When to do it

Individual Deficiencies - Physical - Mental - Emotional

Causes of Performance Problems

~ 1%

~ 14%

~ 85%


Overcoming Performance Barriers

In an effective quality performance environment, people:

Know what is expected, recognize when to begin, and have the required tools to get the job done

Respond as expected

Have the appropriate knowledge and skills

Are rewarded appropriately

Are told how they are progressing





Establishing a High-Performance Service Quality Culture

Responsibilities, Accountabilities & Value


Your Questions


Creating AHigh-Performance Quality Culture

Clear expectations and measures Job models

Clear job assignments and accountabilities Resources and scheduling

Gain commitment and buy-in Activity communication and Customer Relationship Management

Track and modify job-task behaviors Performance management system

Customer Value is the Focus


Clear SignalsInitiate Jobs -Tasks

Assignments Project Team A Project Team C J. Walker D. Mathews C. BakerJobs -Tasks Assigned to

trained & qualified employees

Logical Job -Task Design

Consequences support desired job - task Behavior

Coaching and Feedback guide performance

Quality Performance Management System


Signals trigger the appropriate behavior for the job or task.

Job -Task accountabilities are clearly assigned. Employees have the necessary job-task skills, knowledge, and abilities.

Job -Task Design is logical and correct for this situation. It is free from obstacles, and necessary resources are readily available.

Consequences to the employee and organization support the desired job-task behavior and correct/modify undesired behavior.

Coaching and Feedback guide job task behavior; performance trends are identified, tracked and action taken.

Performance System Elements


Performance System Exercise - Part 1 Objectives:

To practice using the performance system Analysis to identify causes of performance issues

To understand how performance system management can improve the quality of service delivery

Instructions: Read Part 1 of case study, “Policy Change at Titan Airlines” Answer case questions Discuss with individual(s) next to you Be prepared to discuss with full group your ideas


Performance System Exercise - Part 2 Objectives (continued):

To practice using performance system analysis to identify causes of performance issues

To understand how performance system management can improve the quality of service delivery

Instructions: Read Part 2 of the case study, “A New Supervisor at Titan

Airlines” Answer case questions - identify what components of the

performance system the new supervisor addressed to resolve the performance issues

Discuss with individual(s) next to you Be prepared to discuss with full group how performance

system management can impact your agency’s service quality delivery







Your Questions


Resolving Quality Issues

Quality Execution

Identify Situation

Contain the Situation


Processes and Tools

Identify Situation

To Clarify Issues and Determine Priority

Priority Analysis, Pareto Diagrams


Determine an Interim Action Plan

Statistical Control Charts, Cause-Effect Diagrams, Customer Requirements



QualityExecution

Identify Situation


Assess Risk and Prevent Recurrence

Addressthe Situation


Processes and Tools continued

Address the Situation - Implement Action

Assess Risk – Prevent Recurrence

Implement Preventive and Contingent Actions

Problem Prevention – Risk Analysis, Failure Modes Effect Analysis (FMEA)



Quality Execution

Identify Situation



Find Root Cause




Find Cause

Describe the Symptoms,

Analyze for Cause, and

Verify the Findings

Root Cause Analysis, Control Charts, Fishbone Diagrams



QualityExecution

Identify Situation


Implement a Course of Action


Evaluate the Solution

Find Root Cause





Select Best Balance Between Benefit and Risk

Decision Analysis, Process Flow Charts


Assess Action Taken and Optimize Success

Opportunity – Benefit Analysis, Pareto Diagrams



QualityExecution

Identify Situation





Find Root Cause

Closeoutand Evaluation


ACHIEVINGEXCELLENCE


Achieving Excellence in ExecutionSummary

Ensure the Right Quality Environment Job and task design

Establish Quality Measures and Accountabilities What gets measured gets done; who gets measured performs

Provide a Communications Channel for Coaching and Feedback

Formal and informal performance discussions; status reporting

Capture and Document Quality Issues and Resolution Strategies

Lessons learned and a knowledge management system







Your Questions


Application Solutions Group, LLC

Helping Individuals and Organizations Achieve Excellencewww.asgops.com

quality m-1100-servquality-all

Technology

service quality management

performance system management

quality success people

performance system analysis

performance system exercise

performance system elements

performance barriers

causes of performance