QIP Quality Metric
The QIP Panel has decided to make the customer feedback database
a new criteria for the 1st quarter 2000. To qualify for
the Quality Point your team must define what and how you solicit,
capture and store customer feedback for the year 2000. For
most teams this will require an addition to the plan placed on
line in the 4th quarter 1999. Please place your team's revised
plan on line before Jan 14, 2000 . To qualify for the 1st
quarter 2000 QIP Points the plan must be deploy in the 1st quarter
of 2000 with data on line by April 1, 2000.
The QIP Panel is providing a plan review service. To take advantage
of this service send a rough draft of your plan or plan outline
to Don Henning before Dec 28, 1999.
The work sheet that follows is intended to step you through
a thought process to help you design your Quality Metric System.
In the eyes of your customers, what are their (and your)
major "Moments of Truth*?
What are the major steps in your process?
What are the critical steps in your process?
- Does your plan include a defined method to solicit customer
feedback on:
- major Moments of Truth
- major steps
- critical steps
- suggestions for improvement
- Does your plan include a defined method for capturing customer
feedback from:
- Proactive method (solicitation)
- Reactive method (customer call documentation)
- Visit method (to ask quality questions)
- Convince us that your proactive method is seductive, easy,
inexpensive and comprehensive:
- Seductive - What are you counting on to make customers eager
to answer questions?
- Easy - No postage, only one essay, multiple choice, graphics
or prize.
- Inexpensive - What is CleanAir total cost per proactive response?
What is the target?
- Comprehensive - Include all aspects of customer experience
working with us.
- Prioritize your 10 most important business/quality focuses.
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- ___________________________
- ___________________________
- ___________________________
- ___________________________
- ___________________________
- ___________________________
- ___________________________
- ___________________________
Which of your 10 are presently measured?
Do you subscribe to the saying, "That which gets measured
gets done"?
Which of your 10 will you measure ?
Appendix
Quality Business Buzz Words
- Safety is #1
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Customer Needs! |
Error Elimination!
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- Throughput!
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First Pass Yield! |
- Productivity and Efficiency!
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- Constraints Identification
- and Elimination!
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Entitlement! |
- Root Causes Identification
- and Elimination!
|
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Market Analysis |
Differentiation! |
Profit! |
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Certification to ISO! |
Documentation! |
Progress Toward The Aim! |
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Employee Satisfaction! |
Team Knowledge! |
Market Share! |
- Standardization!
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Disruptive Innovation! |
- Customer Satisfaction!
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- We are too busy working
- to think about improving!
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Best Practice! |
- Return on Assets!
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- Process Mapping!
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Value Multiple on Cost! |
Economic Value Added!
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 *Definition of "Moments of Truth" (MOT)
This term was first used by Jan
Carlzon, the former CEO of Scandinavian Air Service (SAS)
in the 1980s to describe a perception forming event for a service
customer. Carlzon defined a moment of truth as:
Any episode where a customer comes into contact with any aspect
of your company, no matter how distant, and by this contact,
has an opportunity to form an opinion about your company.
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You may want to substitute team for company
and visualize your internal customer MOT.
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