Service Operations Quality Issues
These course notes are for use in conjuction with Learning Module 2 of
MG 476 - Services Management
Menu for Learning Module 2
This module will introduce you to quality issues, but will also be the starting point for your 4 week long Continuous Improvement (CI) Team Project. So, in addition to doing the assignments for this Learning Module, this week, you are also to, simultaneous, in parallel, at the same time, begin to identify 1) which team you want to be on, 2) who will be on it with you, and 3) what your team will be doing for its project. Click here to check out the CI Team Project.
Quality Issues - Continuous Improvement
Continuous Improvement documents are associated with CI Team Project,
under Continuous Improvement Concepts.
Quality-costs can be organized into four major categories:
Quality of services is more difficult to measure than quality of manufactured goods. Generally though, a user of a service has a few characteristics and attributes in mind that he or she uses as a basis for comparison among alternatives. Lack of one attribute may eliminate a specific service firm from consideration. Quality also may be perceived as a whole bundle of attributes where many lesser characteristics are superior to those of competitors.
Determinants of Service Quality
Professors Berry, Zeithaml, and Parasuraman conducted extensive, in-depth interviews with 12 consumer focus groups to try to identify general attributes or determinants of service quality. Table 1 describes their ten determinants of service quality. The same professors also drew the following conclusions from their study:
1. Consumers' perceptions of service quality result from a comparison of their expectations before they receive their actual experience with the service. In other words, service quality is judged on the basis of whether it meets expectations.
2. Quality perceptions are derived from the service process as well as from the service outcome. The way the service is performed can be a crucial component of the service from the consumer's point of view.
3. Service quality is of two types, normal and exceptional. First, there is the quality level at which the regular service is delivered, such as the bank teller's handling of a transaction. Second, there is the quality level at which "exceptions" or "problems" are handled. This implies that a quality control system must recognize and have prepared a set of "plan Bs" for less-than-optimal operating conditions. In addition, when a problem occurs, the low-contact firm may suddenly become a high-contact firm. Thus good customer relations are important in maintaining quality, regardless of the type of service.
As a result of the study's conclusions and subsequent follow-up interviews with service managers, Berry and his colleagues suggest that service quality can be measured by how effectively a service can close the gaps between expectations and the service provided.
Table 1. Determinants of Service Quality
Source: Adapted from A. Parasuraman, Valerie A. Zeithaml, and Leonard L. Berry, "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing (Fall 1985): 44.
Reliability involves consistency of performance and dependability. It means that the firm performs the service right the first time and also means that the firm honors its promises.
Examples:
Cadillac http://cadillac.com/
Cadillac has always been the benchmark for quality in not only the American-made luxury
car market, but the foreign luxury car market as well. The quality issue I want to discuss
is reliability. Cadillac seems to take a proactive stance with regards to reliability, and
it shows through their constant need to better the product. One example of this is
Cadillac's new On-Star system. This system allows the owner to get into contact with a 24
/ 7 customer service center if they need roadside assistance or just help with directions,
all with the touch of a button. This feature adds to the customer's reassurance in the
reliability of the productàknowing that if any thing should happen, they still have
On-Star for help.
Justin Bovitz
Applied Reliability Inc. http://www.appliedrel.com/
The Applied Reliability Inc. is a business that focuses on reliability of
process plants, equipment, and systems. The business also offers seminars to help other
companies who are experiencing problems with respect to reliability. The Applied
Reliability Inc. advertises they have ôreliability engineering solutionsö. If a company
has problems concerning reliability they are able to come to Applied Reliability Inc. via
the net.
Steven Good
Internal Consistency Reliability
http://129.120.113.30/pubs/studies/reliable.htm
This site explains to potential users what exactly reliablity is and how
they are using it in this context. It gives a scale to relate the
reliablity to in comparison to what you got. It also gives several
instruments and their reliablities to compare to and see where others
rated on the scale.
Michelle Beets
Snap-On tools
(http://www.autocareernet.com/career/brochere/snapon.html)
is an
industry leader in the field of automative tools, wether it be tools for
the average shade tree mechanic or for the industrial giants who require
specially designed tools for their businesses. Snap-Ons reliability
comes into play when you consider how well built each of their
individual products are made. If a product should ever malfunction or
break, the customer has no need to worry. They have a lifetime warranty
for all purchases, and a dealer ready to provide you with a new tool.
This amount of service and reliability does come with a minor catch
though. The price of their products can be rather expensive, so if the
customer has a few little rug-rats running around the house and losing
tools (like I used to do), Snap-On might not be your'e first choice,
even though they do have an extremely high quality.
Kenny Finley
http://www.charityvillage.com/charityvillage/research/rom1.html
This is a site for TQM. This site talks about some questions that arise
in the process
of quality management.The site stresses reliability. It never calles it
reliability, but it explains it perfectly. They state that in order to
serve a customer right, you only promise what you can deliver, and if
possible you deliver more than what you promise. This deals directly
with reliability. If you serve your customers with reliable information
and service ,you can close the gap on reliability within your
organization.
Bobby Jones
Ceridian Employer Services
Ceridian provides their clients with a payroll outsourcing service.
Employers are able to hire Ceridian to handle all of their payroll
issues and use their valuable employees for more important tasks.
Ceridian not only handles payroll processing but also files taxes and
makes sure your company is legally compliant. Ceridian has proved a
reliable payroll service since they began in 1932 as the nation's first
service bureau.
Latricia Papes
Pennzoil
http://www.penzoil.com/default.htm
After reviewing several web sites I feel that the Pennzoil web page focus on reliability.
Pennzoil claims to be a brand you know and a brand you trust. They are also quick to say
that they are the # one selling brand of motor oil. I have no reason to thing other wise.
Pennzoil claims to be dependable and they do stand behind their products. With-in the
Pennzoil Site there is a car care section. They give advice and you can even test your
self on a quiz. Pennzoil also offers quick lube service station throughout the US. They
guarantee their word as well as their time.
Kevin Stultz
Jiffy Lube-Reliability
http://www.jiffylube.com/
Jiffy Lube offers a service to customers that is reliable and convenient.
In today's fast paced society, not very many people want to spend an entire
day getting the oil in their car changed. The price may be a little higher
compared to others but it is worth it to get quick and dependable service.
Jiffy Lube also allows you to come in and get a free fluid refill if your
oil or washer fluid runs out any time between visits. Jiffy Lube has
coupons through mail offers and they have a promotion called the early bird
special that allows customers to get a discount on their oil change if they
come in between 7:00 and 9:00 in the morning. The quick and reliable
service is worth the extra cost.
Annette Purdon
Lexus http://www.lexus.com/
Lexus is the luxury division of Toyota Motor Co. When it comes to
reliability lexus is always at the top. J.D. Power & Associates have
ranked lexus #1 nameplate in its 1998 Customer Satisfaction Index Study
for the seventh time. They are known for having an extremely reliable
line of vehicles. Their vehicles are known to be so reliable that they
even stand behind them with a warranty. The certified pre-owned lexus
line is backed up with a warranty up to 100,000 miles.
Josh Harris
The Weather Channel
http://www.weather.com
The Weather Channel has an internet site for computer users who may not
have television access but want to know the latest weather. The Weather Channel is know
for being reliable. It provides information for all parts of the nation and world over the
television and also over the internet. One can see the local forcast or radar by clicking
the appropriate icons. The radars and forcasts are updated regularly to keep users up to
date. The Weather Channel online is a reliable source for weather when your by a computer
but not a television.
Loni Heins
Responsiveness concerns the willingness of readiness of employees to provide service. It involves timeliness of service.
Examples:
Microsoft http://www.microsoft.com/support
The gap of responsiveness was found when I recently had some problems with my computer.
This site identifies your particular problem, and then within a few hours a technician
contacted me through e-mail and described in detail my problem and how to fix it. This
actually was not the type of service that I was expecting, because it far met them and
exceeded them dramatically. This was the easiest and most helpful form of assistance that
I have encountered when dealing with a computer problem.
Dave Beran
QNI-Networks
The responsiveness was found when QNI-Networks solved problems with my access to the
World Wide Web through my computer . This site identifies your particular problem, and
then within a few days through mail fixes it. This actually was not the type of service
that I was expecting, because it far met my expectations and exceeded them. This was the
easiest and most helpful form of assistance that I have encountered when dealing with a
computer access to the internet.
Geoff Elsas
First USA
www.firstusa.com
Emporia State University has a contract with First USA regarding the
Corky Credit Card. First USA has their own web site that accommodates
their customers' needs including developing the best payment plan for
each individual. This demonstrates Responsiveness by First USA because
their employees are eager to tailor their service to the demand of the
customer. The web site allows customers to participate in customer
service, pay their bill on-line therefore reducing the amount of US Mail
because they would receive everything through e-mail, and view their
current transactions and statements on-line. The employees at First USA
are dedicated to ensure customer satisfaction with their service and a
comments link is provided for users to access and evaluate the
willingness and readiness of the site and communication via e-mail.
Therefore responsiveness is not a gap with First USA. They respond
immediately and address all problems.
Heidi Risley
Dell Computers
http://www.dell.com
Dell computers is a perfect example of a company that closes the gap of responsiveness.
When my family purchased a new
computer they went through Dell. All that had to be done was to decide on the features
they wanted and then Dell sends
out a list of possible computers. It was very simple because everything was done over the
internet so no one had to wait
for brochures to come through the mail.
Jennifer Naylor
Fast Web Scholarship Search
http://www.fastweb.com
Fast Web Scholarship Search is a FREE database that notifies users of
any scholarships that match their personal profile. I have taken
advantage of this service for over two years and have found it quite
helpful. Fast Web not only notifies me of new scholarships but it also
gives helpful hints on applications, resumes, etc. This site is very
responsive to the financial needs of college students and great because
it offers a valuable service at no cost.
Haley Ayers
AAA
http://www.aaa.com http://www.aaa.com
AAA is an auto program that many people depend on everyday.
Amy Jo Thompson
http://www.servicequality.co.uk/about.htmr
Everyone in the workforce to be treated as an individual and be responsible
for self actions. SQM recognizes variability as the core to delivering
effective customer service and that customer perception is the ultimate
measure of its delivery. Service Quality is all about managing variablility
successfully and achieving optimum employee performance.
Derek Smithhisler
Emporia State University
http://www.emporia.edu/esu/mission.htm
Emporia State University has always shown the willingness to want all its' students to
be successful
after there college days are completed. I have seen the success rate of ESU graduates
since my
freshman year here at this school. Many friends of mine have gone to get great paying jobs
after
graduation from Emporia. I feel this due to the fact that Emporia State prepares all its
students for
the quote "real world". This school seems to prepare its' students for a variety
of different situation in
the job market.
Leon Brigham
Anasazi http://www.anasazi.com/services/pms.html
Something that happened to me recently is that the computer systems at my place of work
were updated. A system called GuestView implemented through Anasazi a supplier of central
reservations systems and services was installed. This system closed the gap between my
expectations and the service they provide they provided me. Since this system is in the
beginning stages there are of course many bugs that came along with it which is what I was
worried about. Not only did Anasazi provide us with a large book full of tips and helpful
information, they have allowed us a support system that we can call with any problems that
we come across or questions that we have. With our previous system word of mouth was used
between employees, but with this system if you have questions or problems call support and
they have the solution. The response time was instantaneous.
Cynthia Stoner
Competence means possession of the required skills and knowledge to perform the service.
Examples:
MARKET TRENDS - A RESEARCH COMPANY http://www.markettrends.com
This site is about market trends and how to measure the competency of your staff. I
enjoyed reading the testimonials and found one from Bank America. We also use a similar
"Mystery Shopper" program that contacts our customers after they have been in
the bank to make a transaction. The company then compiles the information and gives us
written feedback both with specific information that we requested (i.e.: the teller, or
personal banker's names) and how they ranked in according to the criteria on the
checklist.
Example: 1. Did the teller greet the customer by name? 2. Did they repeat the customer's
request and restate the transaction? 3. Did they ask if they could be of further
assistance? 3. Did they thank the customer?
There is also a section that ranks the branch against our other branches and among our
peer banks.
Mary Yewell
Gateway
http://www.gateway.com
The Gateway site offers customers who have questions a place to go to get answers. The
answers are given by educated employees that know how to help the customer with their
problems. The site is easy to navigate and easy to understand. Users can learn about new
technology that will affect them. Customers can even purchase the latest computers through
the site.
Loni Heins
http://www.lowes.com/lowes/findex.asp
When you go to Lowe's, you know you will get the right answer all the
time. They have the competence to help you accomplish the job
professionally even if you want to do it yourself. They offer how to
classes at the store and if you need help at home you can get online
help. They have over 150 how to projects, a plant guide, and a paint
problem solver all accessed through the internet. So even if the doors
to the store are locked you can get the competent answer to your
question. They even let you customise their site and won't release
your information to third parties.
William McKernan
Access involves approachability and ease of contact.
Examples:
Internal Revenue Service http://www.irs.gov/ .
The IRS has been through the ringer the last few years with regards to most of the
quality issues listed in Table 1, however, I only want to focus on "access". The
IRS has made a very good effort to make the IRS and filing your taxes more readily
accessible to the public. This has been done primarily through the use of the telephone
and the computer.
The public is able to call an 800 number to answers to their questions or problems and the
public is also able to use the telephone to file their taxes. The computer is another tool
that has helped allow the public access. The public can look up the IRS web site for
answers to questions or problems or can use the computer to file their taxes
electronically.
Justin Bovitz
American Century http://www.americancentury.com
This site closes the gap of access, when compared to the expectations of the service
and the actual service level that is provided. American Century's web site allows
customers access to their personal accounts by a single PIN number. This system allows the
on-line customer to buy, trade, or redeem shares through American Century's brokerage
site, also find share prices, and other services that describe American Century and its
funds. This site makes tracking your portfolio or finding information very simple and easy
to do. This also increases service quality and attractiveness to both the company and to
customers.
Davd Beran
This site measures the Internet access and QoS (Quality of Service) based on
transmission rates, and error rates. The wider the bandwidth the more difficult the
transmission. They measure how many customers experience a delay at the gateway by
grouping them in "cells". The cells are formed of 53-byte transmission units and
their report shows cell losses, and the transmission error rate.
Mary Yewell
http://www.metromark.net/tipofthe.htm
Metromark helps organizations create an atmosphere of approachability.
They teach organizations how to teach their customers how to complain.
Most employees lack formal training in how to receive complaints,
therefore making the customer uncomfortable when making them. Metromark
stresses making it easy for customers to complain by providing a
telephone number and a name of a contact person. They also suggest
providing complaint/compliment forms, business reply envelopes, and an
e-mail address.
Nikki Jones
The understanding of maps and the destinations you wish to reach. I feel that Mapquest
has provided the service of understanding a certain goal to be met by providing the best
directions by map and text to get you to your destination. This is a fast and easy way to
get direction for any trip you may be taking in the near future.
Geoff Elsas
MyYahoo!
http://www.my.yahoo.com
MyYahoo! is known for its great accessibility. You can set up a free e-mail service and
access it from any computer at any time. You can customize your own page to access many
different topics such as stocks, news headlines, sports reports, recipes, best airfares
and much more. For instance, if there is a certain stock you are interested in, you can
set MyYahoo! to give you an up to the minute report on that or many stocks. MyYahoo!'s
e-mail service allows you to access any of your other e-mail accounts. All you need is
your mail server, username, password, and port number.
Mindi Wilson
EAS (Experimental Applied Sciences)
http://www.eas.com
EAS is a corporation that offers supplements for individuals interested
in improving their overall physique. As most of us know changing our
habits to foster a healthier lifestyle can be both frightening and
confusing. EAS offers a feedback section on their web site in which
knowledgeable individuals approach each question with sincerity and
seriousness. EAS also offers free literature on everything from a
supplement encyclopedia with over 400 pages to motivational videos.
These items are sent to the customer at no cost, with the only catch to
be to send a donation to the Make A Wish Foundation.
Haley Ayers
Courtesy involves politeness, respect, consideration, and friendliness of contact personnel (including receptionists, telephone operators, etc.)
Examples:
Wal-Mart http://www.wal-mart.com.
This web address is the home site for the retail store Wal-Mart, founded by Sam Walton.
The web site is offering courteous help to everyone, young and old (females and male).
Wal-Mart's home page asks the user "How may we help you?". Wal-Mart wants to
portray themselves as courteous and helpful in every way. Wal-Mart wants on-line shoppers
to find products and brands by asking first and then their personal web page will find the
exact color, size and even smell that the user is seeking. Each of Wal-Mart's departments,
including the Pharmacy, Clothing, and even Tire and Lube offer immediate assistance at a
fraction of a cost. The so called "People Greeters" at Wal-Mart are portraying
politeness, respect, friendliness and personal contact with the shoppers in person or
simply on-line.
Anna Catterson
Service Quality Institute
http://www.customer-service.com/
This company is
dedicated to helping organizations create a service culture in their
company and to improve the performance of all front-line employees.
It offers several services to business owners. It provides business
opportunities, consulting services, and features articles and books on
customer service.
This company is in it's twenty-sixth year of business in which they
focus on helping organizations keep customers by training front-line
people how to better serve the customer.
Nikki Jones
http://www.pickenterprise.com/
Enterprise Rent A Car
This company involves the quality issue of courtesy. Enterprise is dedicated to treating
their customers like good friends and neighbors. Every employee has a part in providing
good customer service.
Karen Banks
David's Bridal
http://www.davidsbridal.com/home.htm
The gap of courtesy I found was with David's Bridal. The staff was very knowledable of the
inventory, and of weddings overall,
however, they weren't always very pleasant. First of all they didn't have a very pleasant
phone mannerisms, making
customer's feel as if they weren't very important. They also didn't have much knowledge of
other staff member's customers.
Therefore you could only speak with one person if you wanted to talk to someone who could
answer your questions.
Jennifer Naylor
Dirtex Services
Dirtex is a commercial and residential cleaning service. Businesses and
individuals alike can hire Dirtex to clean just about anything--carpets,
pool/spas, windows, the list goes on and on. The residential cleaning
service started back in 1990. The commercial cleaning was added in 1998.
Dirtex Services boast a 99% customer satisfaction rate and is striving for
100%.
Before opening its doors, Dirtex owners first studied the companies in
the area. They found that customers were not happy with the way they
were treated. Other companies in the area didn't answer half of the
comments/complaints received from customers. Dirtex now strives to
provide courteous service to all customers.
Dirtex provides an on-line appointment schedule with your choice of
representatives. This provides one of the highest rates of
satisfaction--people like to have the same people coming into their
homes and businesses.
Latricia Papes
Respect incorporated
is a consulting company that specializes in sexual
harrassment training and diversity education. They offer training to become a more
respectful
workplace, developing heatly working relationships. Respect Incorporated will enhance your
organization to become more diverse, allowing the employees to understand and different
behaviors within the organization. Consulting will focus on team building to ensure a
competitive
advantage for your organization and a respectable workplace.
Brenda Carmichael
Cablevision http://www.cablevision.com
The gap of courtesy was closed in a recent encounter with the Emporia Cablevision. My
roommate and I found that our cable had not been turned on when it should have been. I
called out local Cablevision and explained the problem they were quick to find a solution
and was very friendly. Not only was out cable turned on the next day, we didn’t have
to pay a hookup fee. We were completely satisfied with the helpful and friendly staff at
Cablevision.
Cynthia Stoner
Communication means keeping customers informed in language they can understand and listening to them. It may mean that the company has to adjust its language for different consumer - increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice.
Examples:
Mind Tools http://www.mindtools.com/page8.html
Mind Tools focuses on communication. Some of the different areas that Mind Tools
focuses on with regard to communication is effective e-mails, phone communication, and
writing. Each category mentioned above can be accessed easily by going to the specific
function. For example, effective e-mail has ten tips that can help a person to be better
at the e-mailing process.
Steven Good
Gateway2000
URL: http://www.gateway2000.com/support
On Gateway's website, they also provide an extensive customer service area.
They have a easy layout to follow, immediately they have a section where you
can e-mail a question or if you need more intensive help and you are not
sure what kind of system you have, it guides through the process. Also,
they have a section of frequently asked questions. All of the language is
done in a respectful manner.
Peggy R.Brecheisen
http://www.wmich.edu/ucat/programs/haw_coll/service_quality_institute.html
This site deals with Closing the communication gap. They provide an
exchange of service quality ideas and information. They list a five
step plan to improve service quality. All the steps help lead you to
better communication skills. These skills begin inside your company and
work there way out to personal dealing with customers.
Bobby Jones
Dell Computers
This is a web site I visited a lot for a project I did as a group
assignment for Business Policy. To me this would represent good communication. Obviously
Dell could make this page difficult to understand for the average person. This is simple
context so that even computer illiterate people can follow the information. There are some
sections that get into more detail. That is needed as well to have good communication.
Computer companies like Dell probably have a hard time getting to everybody, but I think
Dell has done a good job.
Kevin Stultz
Kinko's
http://www.kinkos.com
The slogan displayed on the first frame of Kinko's web page says,
"Express Yourself. Easily" Kinko's closes the communication gap by
facilitating communication with a long list of products and services
such as: banners; brochures; calendars; flyers; invitations; manuals;
newsletters; posters; presentations; proposals; videoconferences; and
more. Kinko's is open twenty-four hours a day and offers the customer
self-service or a drop off and pick up counter. Kinko's also has
computers/word processors in the store in case the customer needs
create a document or make any changes to a disk.
Kristen Cataldi
Credibility involves trustworthiness, believability, honesty. It involves having the customer's best interests at heart.
Examples:
I-T Credibility Gap:
http://www.yellowflag.org/commentary/itcred.html
This site explains the credibility gap of the Sears Point Raceway
planned expansion. It goes into detail about all issues that are at
hand that may be of question to potential people who have a problem with
the plan. It lists names so you know that it is a credible site so you
could look up these authors and ask them additional questions if more
information was required. They also welcome comments, so if you had any
questions to ask them, it would get straight to the source of the page.
Michelle Beets
National Cancer Institute
http://www.nci.nih.gov/
Cancer can be a very scary thing to find out that you or a family member have. There are
so many different types of cancer and various degrees and procedures for each kind. This
site offers a wide range of information about cancer that is accurate and credible. It is
provided by the National Cancer Institute and covers everything: statistics, support
groups, research data and more. The use of the internet to provide such a service to
people takes us way past the age of a ôsecond opinionö. Knowledge is power. This is a
credible site that could save lives.
Anne Boss
Blue Cross and Blue Shield
http://www.bluecares.com/
Blue Cross and Blue Shield is the best example of credibility that I could find. This is a
very will know insurance company that has been serving a wide area of people for many than
70 years. This alone shows that this is a very stable company. Many Americans have been to
associate the Blue Cross and Blue Shield symbol with high quality and affordable health
care.
There are many different programs available for people of all ages, families, and senior
citizens. Customers of Blue Cross and Blue Shield can all rely on this rock solid company
to protect them and their families in a time of need. I believe this is a great company
that truly likes to help and provide an important service to society.
Amy Thompson
Wilson Internet Services
http://www.wilsonweb.com/articles/confidence.htm
deals with buildng
customer confidence on the web. With the rapid increase or desire to purchase items off
the web,
this is an important issue to focus on. This service company is offering corporations
advise on
designing their websites to build customer's trust. Dr. Wilson offers the following six
items to help companies incorporate trust from their customers.
1. Your place in time and space - include photo's of the manager or the physical location
of your business. Create an identity for the customer to view.
2. Way of speaking - include some personal words of wisdom, more pictures or simply
some humor. This will build bridges of trust.
3. Testimonials - include some quotes of what other customers say about your product.
Build some crediability between yourself and the customer.
4. Free services - offer some free products, services or information. When customers
receive free offers or literature they will trust you.
5. Security - how safe do you want customers to feel? Do not force vistors to disclose
their
name and e-mail address in exchange for free information. Offer an SSL Secure Server
to protect your customer's confidential financial information.
6. Honesty - be honest with your advertising, products and dealings. Reputations spread
rapidly through the web.
These six rules will prove customer confidence on the web.
Brenda Carmichael
The Napa group is a software company. They mainly provide software to
Wall Street frims who want to streamline their automatic trading. they
do this by improving trade entry and reporting systems, back office
connectivity and modernizing data delivery systems. This company has
the credibility to be successful because of the companies they already
are doing business with. They have sold their products to
Solomon-Smith Barney, Morgan Stanley-Dean Witter, and Citibank. These
are some of the biggest companies in the financial market today. If
they use the Napa Groups products, it is probably good enough to be
used by you.
William McKernan
Security is the freedom from danger, risk, or doubt.
Examples:
Vice President, Al Gore had a personal web site that he was offering to answer questions for children with questions about the White House and the Presidency. The web address is: http://www.gore2000.com
Gore's web page asked kids to fill in the blanks with information like their home
address, phone number, first and last name and the names of your parents. Americans were
outraged at the site and pleaded and begged with Gore to change the web site. Exactly two
days afterwards, the web site had changed to say "Kids get Mom and Dad's permission
before entering any personal information". Still, parents are feeling doubt and
danger in entering their entire life on the world wide web. Currently the web page has
been re-created so that supporters can purchase political merchandise in the campaign for
Presidency. Even this web address asks the consumer to enter a credit card number, card
holder name and expiration date of the card. This is still an enormous danger and risk
with the American's financial pocketbook at stake.
Anna Catterson
Hotmail- The World's Free Web-Based E-mail
URL: www.hotmail.com
This page offers free e-mail accounts and it just added an increased
security feature to help minimize the security gap. The user just has to
click on the box to fill safe from risk of other users being able to access
his or her mail. This is especially helpful if the user is using a shared
computer at work or school.
Melissa Koch
Amazon.com Auctions
http://auctions.amazon.com
Amazon does a good job with explaining and providing help to potential
customers. The problem I see is the security of those who choose to partake in these
auctions. When a person makes a bid on an item are they at risk. I know that auctions over
the Internet are becoming more and more popular. My concern is the confidentiality of the
whole process. I have not purchased anything so I still have some skepticism. I guess the
only way to find out is to try and make a bid on an item.
Derrek Harter
Qwest Communications
URL: http://www.qhome.net
On Qwest's website, once you put in your account details you are taken to
another screen that acknowledges you as a person, provides customer service
phone number along with e-mail addy. It states it is a secured website,
which makes you log out before leaving the site.
Peggy R.Brecheisen
Brinks Home Security
(http://contractorsbtcounty.com/sanmateo/securityservices/brinks/index.html)
is an industry leader in the security business. They give people a
physical, as well as psychological, ease when they are in or away from
their homes. Consumers today are far more protective of their
belongings today than they ever have been and they want to protect these
cherished items. This is where Brinks comes into the picture. They have
been in business for a long time and people have come to establish home
security with the name "Brinks". Their prices are a small amount to pay
for some people to know they are being looked after 24 hours a day.
Kenny Finley
National School Safety and Security Services
http://www.schoolsecurity.org/
Will all of the recent shootings in our schools, security in our schools is on the rise.
This Web site is a National consulting firm that offers training in school security and
crisis preparedness. It is a non-profit organization run by school security professionals.
They offer a variety of programs with information not only in crisis time, but many
intervention programs and prevention programs. This site could be a valuable ôweaponö in
itself for anyone concerned with the violence in our schools and how they can become more
aware and responsive themselves in this unfortunate problem that is on the rise.
Anne Boss
Ameritrade http://www.ameritrade.com/
Ameritrade is where you can trade stocks, bonds and mutual funds over
the internet. Since the trades are taking place over the internet it
needs to be very secure. They have a full range of security technology
in place to safeguard customer data & assets. The connection is
protected through an industry standard encryption technology called
Secured Socket Layer (SSL) with encryption keys of up to 128 bits. They
also use a three strikes and you're out approach. In this approach if
someone enters the wrong pin number three consecutive times the account
will be blocked. It can only be re-enabled if an authorized individual
contacts ameritrade & answers verification questions.
Josh Harris
Southwest Airlines
http://www.southwest.com
Southwest Airlines uses the Netscape Commerce Server to protect its
customers' credit card information. The credit card information is
encrypted, which makes it safe to transmit via the internet. The
Southwest Airlines web site explains how a customer can verify that his
or her credit card information is being protected while purchasing on
the internet. The customer is informed that he or she can look for an
icon with an unbroken key or a closed lock in the left corner of the
browser screen (versus a broken key or open padlock). This site lists
a couple of additional security features, such as restricted access
(firewalls)and the "http" changing to "https" as the customer accesses
the secure page.
Kristen Cataldi
Bank One
http://www.bankone.com/about/geninfo/
Bank One has reported the highest return on assets over the last decade. There
committment to
upholding that name has given there depositors a very secure feeling. It is good to know
that your
money is safe at all times and with Bank One you can have that security. As of March 31,
1999 this
bank has posted assets of over 250 billion dollars, which is good for fifth largest bank
holding bank
in the country. Having these kind of holdings customers can feel secure in the fact that
this bank will
not be going bankrupt any time soon.
Leon Brigham
Understanding/knowing the customer involves making the effort to understand the customer's needs.
Examples:
BHA Group, Inc.
http://www.bhagroup.com/products/sse-prod/sem-01.htm
No one holds higher expectations than BHA does about their product. BHA prides itself on
understanding the changing needs of your company. BHA holds a variety of seminars that
focus on thorough training, understanding your applications, and introducing new
technologies. The seminars are designed to aid your personnel in solving equipment
problems. BHA's seminars are held throughout the year at the corporate headquarters in
Kansas City, MO, at the Electronics Technology Center in Newport News, VA, and other
locations around the world. If it is not convenient for you to visit any of these
locations, BHA can also provide specialized training courses at your facility that focus
on your individual needs. The seminars cover applications from general to specific. They
give you a chance to learn "hands on" how your equipment is installed, so you
can leave with a greater understanding of your own equipment.
Mindi Wilson
Hallmark
http://www.hallmark.com/hmk/Website/hallmark_home.jsp
Hallmark has the perfect card for any occasion. They specialize in
understanding what people want and give it to them. Hallmark has a product
line that includes candles, picture frames, albums, and many other gifts
that can be given on memorable occasions. They also have cards that
compliment these gifts. The customer has a wide selection of cards to
choose from. They offer cards for all occasions, not to mention the
everyday cards such as inspirational and just plain funny. If you do not
happen to find the card you are looking for, Hallmark has a computer system
that allows you to make your own cards. Furthermore Hallmark offers special
promotions for customers holding the Gold Crown Card. Customers receive gift
certificates in exchange for purchasing products at Hallmark stores. To meet
customer needs Hallmark shopping can now be done on-line as well. Hallmark
can be your one shop stop for all holiday, birthday, wedding and everyday
needs.
Annette Purdon
The Total Quality Management Model is very understanding guide for its
products and services. The list of key elements are Customer Focus, which
is for customer needs in the future, Planning Process, which is the
customers needs into action that is essential for success, Process
Management & Improvement, which are the third and fourth elements and that
is where a company delivers high quality products and services and finally,
Total Involvement, which is where everyone in the organization blends in and
works together to make everything the best it can be. It is a very
simplified and understanding model.
Derek Smithhisler
Tangibles include the physical evidence of the service.
Examples:
ESPN The Store
http://store.espn.go.com/
The store shows that they offer free shipping. When you go to look for
the free shipping, there are only a select few and I am still unsure about whether the
entire offer is truly free. The prices of some items seemed to be high, which may mean
that they included the shipping price in the cost of the item. The Store needs to not post
the free shipping, which can mislead potential customers. They may want to say that some
of the items may have free shipping.
Derrek Harter
ProTeam
www.proteam.com
When reading about this assignment last week, I visited this web site to
see what could be tangible about it. I noticed where I could request a
catalog and e-mail notifications on sales. I submitted my request and
received a catalog today, June 17, in the mail. I believe this web site
and company is dedicated to providing their products, physical evidence
of their service. The magazine I received, From the Sidelines, is a
tangible resource I can use to get a better understanding of their
products. They offer many payment plans and shipping methods and
guarantee prompt delivery which demonstrates physical evidence of their
service to providing the "fan's official guide to football stuff."
Their goal is to do their best to satisfy their customers.
Heidi Risley
Consistent with the concept of employee empowerment, individual employees self-check their work and that of the employee preceding them. This type of "source" inspection may be assisted by the use of controls such as a fail-safe device called a poka-yoke, a foolproof device or technique that ensures production of good units every time. It uses checklists or special devices to avoid errors, and provides quick feedback of problems. The idea is to treat the next step in the process as the customer, ensuring delivery of a good product to the next "customer" in the production process.
Evans [32] says a poka-yoke is a device that permanently prevents the recurrence of the defect it is designed to eliminate. One example is installing a device on a drill that counts the number of holes drilled in a work piece; a buzzer sounds if the work piece is removed before the correct number of holes have been drilled. Similarly, to ensure that critical bolts are tightened on vehicles in a Toyota plant, the wrenches used are kept in a bucket of dye; when a bolt has been missed, it lacks the highly visible color. Poka-yoke epitomizes worker involvement in quality assurance. Because the workers best understand the causes of defects as well as the processes, they are likely to propose the most ingenious solutions.
Identify and report two web sites that relate to two different quality issues from Table 1. These are potential gaps in services, that is, these are services that can close the gaps between expectations and the service provided. Each of your two sites should demonstrate how a particular organization is providing a service that prevents, or minimizes, that particular gap. (one site for one quality issue, please; a second site for a different quality issue, thank you.) [See Assignment 2-3, also]
Title of site, URL, quality gap at issue, short explanation.
Two required, reported together, one after the other.
This should take one or two screens of explanation. These will be posted to this page.
Send your comments to the instructor, subject: MG 476 - Assignment 2-1
Note: Don't forget to be working on your CI
Team Project, also.
Discuss briefly a poka-a-yoke or fail-safe device you have used or seen used. Remember, this may be a very simple, every-day device, if it meets the criteria described.
This should take one or two paragraphs of explanation.
Send your comments to the
instructor, subject: MG 476 - Assignment 2-2
As you are searching for sites to use in Assignment 2-1, where you can only use one of the Quality Issues at a time, you probably came across one or more sites that represent two or three Quality issues at a time. Now, choose one of them, and create a Quality Issues web page, using one of those companies and explain, briefly, how that company or orgainzation addresses each of these two or more Quality Issues. On your web page, use at least two images and at least two links to external sites. This is primarily a web page creation exercise; content is important, but, secondary to practice at the web page construction, from scratch, on a theme.
Send your web page as an HTML (.htm or .html) file, along with your image files, as attachments to an e-mail message to the instructor.
William
L. Smith Teacher Home Page Service Management Home Page Emporia State University
If you have comments or suggestions, email me at smithwil@emporia.edu
This page last updated June 29, 1999.