Maintaining time sheets to determine the time spent on each task and the quantity of work done is one of the ways of measuring productivity in the services industry.
Quality is one of. Till the mid-seventies quality was only defined by periodic maintenance, but companies today are using quality as a competitive advantage against the competitors. To gain competitive advantage in the market through quality, organizations have adopted the Total Quality Management TQM approach.
The TQM philosophy states that maintaining and improving quality is not just the prerogative of quality control department but each and every employee of an organization is equally responsible.
A well designed and properly produced product without any error may not be perceived as a quality product by the customers if it does not satisfy their requirements.
There are eight different quality dimensions that a company can leverage to gain competitive advantage. The real cost of quality is the cost of avoiding nonconformance and failure. Another cost is the cost of not having quality—of losing customers and wasting resources. As long as companies continually interact with their customers and various partners, and develop learning relationships between all levels of management and employees, the levels of productivity and quality should remain high.
Removing book from your Reading List will also remove any bookmarked pages associated with this title. Check out: How to increase the productivity of a company with BPM. Benchmark current processes to identify problems, predict future outcomes and measure productivity gains through key performance indicators for the industry. For example, measure the quality and productivity of the customer support center, measuring the average time for solving problems and client satisfaction rate in cases of support.
If possible, implement automated tests that can be performed without human intervention, which result in easy to interpret, modify or correct and approve or disapprove processes. Check out: Implement the 9 concepts of total quality in companies. Determine the root cause of problems and be ready to perform design interventions to improve or optimize processes.
Control production so that defects will be corrected immediately at the beginning before they affect your final product. Measure the productivity and quality management gains related to customer satisfaction increases. Collect feedback from employees, customers, suppliers and business partners to know their opinion about products or services.
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