Académique Documents
Professionnel Documents
Culture Documents
Golden Rules
1
Customer Satisfaction and
Loyalty
Problem mushroom
•100 problems
•10 reported to seller
•1000 others know
Key Dimensions of Quality
Performance , Special Features ,Reliability
,Reliability ,Conformance
,Conformance ,Durability,Serviceability,Aesthetics
,Durability,Serviceability,Aesthetics
Service Quality
QFD also helps designers to know where their products exist when
compared with the competitors products
Interrelationship
between
technical
descriptors
Technical descriptors
(Voice of the Organization)
Relationship between
requirements &
descriptors
Prioritized technical
descriptors
Moments of Truth ( Jan Carlzon,CEO,Scandinavian Airlines)
Every instance in which a customer comes in contact with an employee of the
company
eg. (airline)
– Making a reservation
– Purchasing tickets
– Checking baggage
– Boarding a flight
– Ordering a beverage
– Requests for a magazine
– Picking up baggage
Performance
Low High
Importance
Gold Standards
The Credo
The Motto
The Three Steps of Service
Service Values
The 6th Diamond
The Employee Promise
Motto
•At The Ritz-Carlton, our Ladies and Gentlemen are the most
important resource in our service commitment to our guests.