Page 380 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

340 Chapter Ten

Customer Service Quality
The customer service quality in this case has two components: one is the
quality of the service, and the other is the quality of customer–service
provider interaction. In professional service, the quality of service includes
the effectiveness of the service. For example, in a tailoring service, the
service quality includes the fit and style of the tailored suit. The quality of
customer-service provider interaction is mostly based on how happy the
customer feels about the service. It includes the politeness of and the facial
expressions (e.g., smiling face) of the service provider, and even the tone of
conversation. The total experience and feeling of the customers during
operator-customer interaction is a very important part of process quality and
customer satisfaction.

Average Service Time
The average service time for each case is an indicator of process efficiency.
However, professional service is a highly customized service; the actual
service times vary from case to case.

Resource Utilization
Resource utilization can be measured by the total time that a particular piece
of key resource is used divided by the total elapsed time. In professional
service, the most important key resources are often the key professionals,
such as consultants, experts, and attorneys.

Time Spent Doing Rework
Rework time is certainly a waste for both customers and service providers.
The time spent in rework should be reduced to a minimum for good process
quality.

Professional Service Process Analysis
Typical activities in the retail shop service process include
• Customer arriving
• Greeting customers
• Reviewing customer orders
• Designing service
• Delivering service
• Reviewing and checking service
• Receiving payment
• Customer departing