“Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1.” ~ Stew Leonard “It takes 20 years to build a reputation and 5 minutes to ruin it.” ~Warren Buffett“Customer service should not be a department. It should be the entire company.” ~ Tony Hsieh “In the world of Internet Customer […]
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What is Customer Value?Customer value is the measurement of the product or service’s worth, as perceived by customers, compared to the customer’s alternate options. In other words, we can say that the customer value is perceived benefits divided by the cost. Creating Customer ValueIf we look at the customer value as the perceived benefits divided by […]
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The 8D is a team-based, structured approach to problem-solving. The 8D approach aims to identify the root causes of the problem and take necessary actions so that the recurring problems are permanently resolved.
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Before the release of ISO 9001:2015, there used to be two terms in ISO 9001: Documents and Records.Documents describe what needs to be done, and this includes quality manual, procedures, work instructions etc. Documents get changed or revised with time.Records are evidence of work been done. Records can not be changed (generally) and are retained.In […]
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Conventionally operator operates the machine, and maintenance maintains the machine. But the Total Productive Maintenance (TPM) is based on the idea that both operator and the maintenance are responsible for maintaining the machine. Total Productive Maintenance (TPM) is based on the idea that everyone in a facility should participate in the maintenance and continually improve Overall […]
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I will deal with this topic is three steps:Allow customers to complain and remove any barriers.How to respond to customer complaintsIn the last, how to avoid customer complaints 1. Strategies to allow customers to complain and reduce customer complaint barriers. Be open and available to listen to your customers. The customer is doing you a favour by complaining […]
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Before we talk about the Nonparametric Tests, let’s understand what Parametric Tests are.Parametric Tests:These are hypothesis tests that assume that the data being analyzed follows a distribution (generally Normal Distribution). Examples of Parametric Tests:One Sample z-TestTwo Sample z-TestOne Sample t-TestTwo Sample t-TestPaired t-Testetc.Nonparametric Tests:A nonparametric test does not assume anything about the underlying distribution. That way, […]
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What is the Correction?ISO 9000:2015 defines the correction as follows: Correction: Action to eliminate a detected nonconformityWhat is Corrective Action?ISO 9000:2015 defines the correction as follows: Corrective action: Action to eliminate the cause of a nonconformity and to prevent recurrence. What is Preventive Action?ISO 9000:2015 defines the correction as follows: Preventive action: Action to eliminate the cause of a potential nonconformity or […]
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What is the variation?Whatever measurement we take, there is always a variation between these measurements. No two items or measurements are precisely the same. The problem with the variation is that it is the enemy of quality. Variation and quality do not go hand in hand. Variation reduction is one of the significant challenges of quality […]
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Six Sigma is a process improvement approach. Six Sigma was invented by Motorola way back in 1985. This approach has stood the test of time and is still widely used by organizations even after 35 years of its invention. This process improvement methodology can be used in any industry. The focus of Six Sigma is to […]
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Many companies celebrate the month of November as Quality Month. The main purpose behind this celebration to raise the level of quality awareness in the company and to recognize the efforts and contributions of quality professionals. It is also an opportunity to celebrate the success your organization and people have achieved in the recent past.Why November?There […]
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