Course project
Instructions:
All business organizations produce products or outputs that satisfy the needs of their customers or users. The outputs can be broadly defined as tangible (commodities and goods) and intangible (services and experiences) outputs. For this project, you will describe essential elements of quality and devise productive ways to move toward and maintain service excellence within your organization. This will be done in five parts as you (1) identify your organizations products, (2) view quality with a customer focus, (3) view quality with an employee focus, (4) view quality with a process focus, and integrate your findings as you (5) develop a comprehensive quality framework.
In this part, you will identify one tangible and one intangible product produced by your organization. Identify 3-5 key characteristics of both these products that make them marketable (i.e., why customers or users purchase them in the marketplace). Also describe how one would measure quality for each of the two products.
Identifying Your Products
Tangible product
Name the tangible product and identify 3-5 key characteristics that make it marketable. Explain how the quality of this product would be measured.
Intangible product
Name the intangible product and identify 3-5 key characteristics that make it marketable. Explain how the quality of this product would be measured.
Part Two: Compare Quality from Customers Perspectives
Instructions:
After you have reviewed all videos and completed all activities in module 2, begin this part of your course project.
Quality is defined as the ability of an organization to meet or exceed customers expectations. Using the chart that follows, you will assess and compare the quality of tangible and intangible products from your organization and another organization (e.g., a competitor). Review the setup of the chart, then follow the instructions below.
In this part, you are asked to:
1. Name the products you identified in Part One.
2. Identify three specific customer expectations for both products that were selected for Part One of the project.
3. Identify two similar products that are offered by other organizations that compete with your products.
4. Identify three specific customer expectations for both products that were selected in step 3 (above).
5. Next, rate the quality of both sets of products based on each of the three criteria for customer expectations.
(Note: You will complete steps 1-5 to assess intangible and tangible products.)
6. Finally, identify 1-2 specific initiatives that will enhance the ability of your organizations products to exceed customer expectations compared to competition.
Compare Quality from a Customer Perspective
(Complete the chart below with your responses to steps 1-4 above.)
Tangible Product from Your Organization
Tangible Product from Another Organization
Step 1:
Tangible Product (Name the product you identified from your organization in Part One of this course project.)
Step 3:
Other Tangible Product (Name a product similar to yours but from another organization.)
Step 2:
Customer Expectations
1. This product should .
2.
3.
Step 4:
Customer Expectations
1. I expect this product to be
2.
3.
Step 5:
Quality Rating (Rate the product above on a scale of 1-10, 1 = not satisfied and 10 = very satisfied, then explain why.)
Step 5:
Quality Rating (Rate the product above on a scale of 1-10, 1 = not satisfied and 10 = very satisfied, then explain why.)
Intangible Product from Your Organization
Intangible Product from Another Organization
Step 1:
Intangible Product (Name the intangible product you identified in Part One of this course project.)
Step 3:
Other Intangible Product (from another organization.)
Step 2:
Customer Expectations
1. This product should .
2.
3.
Step 4:
Customer Expectations
1. This product should .
2.
3.
Step 5:
Quality Rating (Rate the product above on a scale of 1-10, 1 = not satisfied and 10 = very satisfied, then explain why.)
Step 5:
Quality Rating (Rate the product above on a scale of 1-10, 1 = not satisfied and 10 = very satisfied, then explain why.)
Proposed Initiatives
Step 6:
Initiative 1
Describe an initiative to enhance the ability of your organizations products to exceed customer expectations compared to competition.
Step 6:
Initiative 2 (optional)
Optional: Outline a second initiative to foster a customer focus and meet/exceed the expectations of your customers.
Part Three: Determine the Role of the Employee in Service Excellence
Instructions:
After you have reviewed all videos and completed all activities in module 3, begin this part of your course project.
Employees of an organization play a significant role in producing high-quality products (both tangible goods and intangible services) for their organizations.
In this part of your project, you will explore employee actions that impact the quality of the products as you:
1. Identify three critical actions taken by employees who are most directly linked with quality of both products (from Part One) produced by your organization.
2. Identify the degree of standardization and customization (or the level of scripting or improvisation) associated with each employee action.
3. Finally, identify 2-3 criteria for measuring the impact of employee actions on products.
Promoting an Employee Focus
Critical Employee Actions
State three critical actions employees take (or can take) to promote quality for the products named in Part One.
Standardization and Customization
Describe how standardization and customization are (or will be) used (or level of scripting or improvisation).
Measurement
Identify 2-3 criteria for measuring employee actions in creating or delivering products.
Part Four: Recognize Processes that Create High-Quality Products
Instructions:
After you have reviewed all videos and completed all activities in module 4, begin this part of your course project.
Your organizations production process requires the completion of many steps. In this part of your project, you will recognize the characteristics of the production process that are essential for quality of products. Reflect on the TED Talk you reviewed, “Draw How to Make Toast,” by Tom Wujec.
In the spaces provided below:
1. Develop a very simple flow diagram for each of the two products (from Part One) produced by your organization. Note: try not to make the diagrams too simple or too complex. Follow the instructions provided in the TED Talk video.
2. On the flow diagrams, display people, information, and material flows.
3. Identify the slowest or most complicated step or bottleneck in the process.
Provide your responses to the next two steps in the grid that follows.
4. Identify 2-3 changes in the process that will help speed up or reduce complexity of the bottleneck step.
5. Identify how one can reduce waste and uncertainties associated from production processes of both products.
Process Recommendations
Speed Up or Reduce Complexity
Recommend 2-3 changes that could speed up the process or reduce complexity (eliminating or reducing bottleneck impact).
Reduce Waste and Uncertainty
State how waste and uncertainty can be reduced in the production of both products identified in Part One.
Part Five: Develop a Comprehensive Quality Framework
Instructions:
After you have reviewed all videos and completed all activities in module 5, begin this part of your course project.
Using concepts discussed in this course, develop a framework for a comprehensive quality management program that will ensure highest quality for both the products for your organization. The framework should include measurements for market, employee, learning/innovation, and financial performance.
Quality Action Plan
Quality Focus
Identify a business challenge or problem pertaining to quality that you or your team is facing. Outline the primary focus (customer, employee, process, etc.) that needs to be emphasized or improved. Briefly mention other areas not of primary concern.
Strategy & Tools
Outline the strategies and tools you will recommend in your framework to resolve or address the quality issue. State what techniques you will use based on the material presented throughout this course.
Steps
State the specific steps you will take to put your strategies into action. Identify what you will do personally and what others will do. (Include elements you will not track but rather support that others on your team will oversee and perform.)
Timeline
List what you will do in the next month and then quarter, providing specific target dates for each task.
Measurement
Describe how you will measure your results or demonstrate that your solution has had a positive impact.
Your Quality Framework
Use this area to create and/or describe a measurement tool or dashboard that you will implement within or recommend for your organization. Describe the determinants to be measured and provide details on how this will be done. Be sure to outline all areas of quality (relating to each focus and outcome discussed in this course).
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