Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times. Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.
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It has been said that quality is in the eyes of the beholder. Therefore, quality has many definitions and means different things to different people. This chapter focuses on the term quality. Specifically, our focus is to identify the ingredients and the strategy that service organizations must understand, internalize, and implement in order to define the term as it applies to them.
GENERAL OVERVIEW
Quality has been defined in many ways over the years. However, the most common definitions are basically the following:
1. Conformance to requirements (Crosby 1979)
2. Fitness for use (Juran 1979)
3. Continual improvement (Deming 1982)
4. As defined by the customers (Ford 1984, 1990) 5 Loss to society (Taguchi 1987)
6. Six sigma (Harry and Stewart [Motorola] 1988)
7. Zero defects (Crosby 1979)
Certainly these definitions are acceptable. However, the question still remains: What are the ingredients of a quality system that define, plan, develop, and improve quality in order to ultimately satisfy, or even delight, the customer?
To answer this very fundamental question, we must explore and understand some basic strategies dealing with the human element in any organization. We must do so because quality begins with the single individual, regardless of position, and not the quality department, as some still think today. Let’s examine these strategies, which become the prerequisites of defining quality.
Define and Provide a Clear Objective
Companies must have a clear objective in order to be successful in defining quality. Planned, if not controlled, expansion (in every domain within the organization), timely change, and effective continual innovation will permit steady growth and respectable profits, as long as the vision and objectives of the organization are defined. In order to remain competitive, growth and profitability have to depend on internal creativity and financial powers, to be sure. This is illustrated in Figure 1.1, which shows in a graphic format the phases of performance. However, the objectives based on some form of customer requirements or quality are the foundations of that growth and profitability. (From the author’s experience and literature research, the only exception to this rule is Stevens’s (1991, pp. 74–76) thesis that “quality does not sell quick printing.” Rather, Mr. Stevens’s contention is that a good marketing plan is of importance. Mr. Stevens concludes his article by admitting that “quality is expected but it does not help to advertise it.”
It is important that the definition of quality for the service organization account for all the main ingredients for which the organization is known (Figure 1.1, as is)and identify (Figure 1.1, as could be)and totally support them. It must be noted that in order to do this, sometimes paradigms must shift and the culture must be renewed.
Initiate or Redefine the Culture
Initiating or redefining the corporate culture is aimed not at problem solving, but at improving basic conditions within the organization, so that all employees can work more successfully. A typical redefinition of culture and expectations is shown in Table 1.1. The goal of this new culture is to foster a spirit of commitment within the entire organization that will further the corporate aims contained in the company’s basic principles and management guidelines. This is demonstrated through Table 1.2. This goal should be encapsulated in the definition of quality.
When we are about to initiate and/or redefine the culture of the organization, much thought must be given to the values and ethics within the organization. The two are not the same. For example:
Values
Ethics
Define the individual
Translate values into actions
Are constant
Are changing
Are internally derived
Are situationally determined
Are concerned with virtue
Are concerned with justice
Are general
Are highly specific
Are stated morally
Are stated behaviorally
Are judged as good or bad
Are judged as present or absent
Set priorities
Set limits for appropriate behavior
TABLE 1.1 Typical Redefinition of Culture and Expectations