iSixSigma

EVALUATION QUALITY SERVICE

Six Sigma – iSixSigma Forums Old Forums General EVALUATION QUALITY SERVICE

Viewing 4 posts - 1 through 4 (of 4 total)
  • Author
    Posts
  • #35061

    Ang
    Participant

    Hi all.
    Can me anyone tell more about topic Evaluation Quality Services in Information Systems.
    Which metods or tools are usually used.
    Where I can find more information about this topic.
    Thanks.
              Peter. 

    0
    #97525

    Malcolm T. Upton
    Participant

    If you are trying to evaluate the quality of services rendered, I’d suggest this:
    1) Define what “good service” is in the eyes of your customer. Talking to the customer is the best way to do this. Interview, focus group, and/or surveying as needed/appropriate.
    2) Translate the voice of the customer feedback into measurable service characteristics.
    3) Develop metrics based on those measurable characteristics as well as what “good” is on each metric.
    4) Start gathering your data. You can use house of quality methods to get some idea of the relative importance of the various characteristics and metrics. You can also use your metrics to gather baseline, make changes in your service process, and measure again to see if your change is actually an improvement or not.
    Hope this helps.

    0
    #97731

    Ang
    Participant

    I would like to know, which model/method is usually use  – it si SERVQUAL, TEMPLAR PROCESS,KANO MODEL or something else.

    0
    #97766

    Malcolm T. Upton
    Participant

    I’m not familiar with SERVQUAL or TEMPLAR PROCESS. They sound like specific offerings from a vendor. Kano model can guide the development of questions, but I was talking about basic Quality Function Deployment also sometimes called House of Quality. Number of good sources out there. If you aren’t familiar, try a Google search or check Amazon for books.

    0
Viewing 4 posts - 1 through 4 (of 4 total)

The forum ‘General’ is closed to new topics and replies.