TQM 3_Customer Satisfaction

8/19/2019 TQM 3_Customer Satisfaction

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CUSTOMERCUSTOMERSATISFACTIONSATISFACTION


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CUSTOMER SATISFACTIONCUSTOMER SATISFACTION

• Aset yang terpenting dari setiapAset yang terpenting dari setiaporganisasiorganisasi

• Kepuasan pelanggan merupakanKepuasan pelanggan merupakansumber kehidupan dari organisasisumber kehidupan dari organisasikarena sangat berpengarus padakarena sangat berpengarus padaarus kasarus kas


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ORGANIZATIONALORGANIZATIONALHIERARCHIAL DIAGRAMHIERARCHIAL DIAGRAM

•


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CUSTOMERCUSTOMERSATISFACTIONSATISFACTION

• Pengalaman pelangga pada suatuPengalaman pelangga pada suatubarang/jasa adalah suatu segibarang/jasa adalah suatu segiyang teramat sulit untuk diyang teramat sulit untuk diditentukanditentukan

• Oleh krn itu perlu diukur secaraOleh krn itu perlu diukur secaraindividu untuk mendapatkan totalindividu untuk mendapatkan totalgambaran yang akurat darigambaran yang akurat darikepuasan pelanggankepuasan pelanggan


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• Customer satisfactionCustomer satisfaction tidak bisa dilihattidak bisa dilihathanya pada ruang hampahanya pada ruang hampa

• ContohnyaContohnya ,, seorang konsumenseorang konsumenmungkin puas pada satu produk/jasamungkin puas pada satu produk/jasaitu yang membuat nilai dariitu yang membuat nilai dariproduk/jasa menjadi tinggi saat diproduk/jasa menjadi tinggi saat disurvay namun konsumen tersebutsurvay namun konsumen tersebutmungkin juga membeli produk yangmungkin juga membeli produk yangberbedaberbeda


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• imilarly customer!s vie" about aimilarly customer!s vie" about aproduct or service are useless ifproduct or service are useless ifcustomer!s vie" about competitorscustomer!s vie" about competitorsproducts are not understoodproducts are not understood ..


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• #he value customers places on the#he value customers places on theproduct compared to another may beproduct compared to another may bea better indication of customera better indication of customerloyalty$loyalty$


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%&ternal Customer%&ternal Customer

'nternal Customer'nternal Customer

#(P% O) C* #O+%


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)%%:;ACK)%%:;ACK

• Comment Card$Comment Card$• Customer -uestionnaire$Customer -uestionnaire$• )ocus 3roups$)ocus 3roups$• #oll )ree #elephone 1o$#oll )ree #elephone 1o$• Customer .isits$Customer .isits$• eport Card$eport Card$

• 'nternet < Computer$'nternet < Computer$• %mployee )eedback$%mployee )eedback$• Customer complaintsCustomer complaints


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COMMENT CARDCOMMENT CARD

• CO++%1# CA : CA1 ;% A##AC %:CO++%1# CA : CA1 ;% A##AC %:#O # % 0A A1#( CA :


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COMMENT CARDCOMMENT CARD

• )O C* #O+% # % % ' 2'##2% O)O C* #O+% # % % ' 2'##2% O1O '1C%1#'.% #O CO++%1#1O '1C%1#'.% #O CO++%1#

•C* #O+% :O % PO1: 0 %1C* #O+% :O % PO1: 0 %1# % % ' O+%# '13 .% ( 3OO:# % % ' O+%# '13 .% ( 3OO:O .% ( ;A:O .% ( ;A:

• * %: '1 O P'#A2'#(* %: '1 O P'#A2'#('1:* # (= O#%2 , % #A* A1# >'1:* # (= O#%2 , % #A* A1# >


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CUSTOMERCUSTOMERQUESTIONNAIREQUESTIONNAIRE

• POP*2A #OO2 )O O;#A'1'13POP*2A #OO2 )O O;#A'1'13OP'1'O1 < P% C%P#'O1 A;O*#OP'1'O1 < P% C%P#'O1 A;O*#A1 O 3$/P O:*C#/ .A1 O 3$/P O:*C#/ .

• CO #2( < #'+% CO1 *+'13CO #2( < #'+% CO1 *+'13• +O # * .%( A K # % C* #O+%+O # * .%( A K # % C* #O+%

#O 3 A:% # % -*% #'O1 O1 A 4?8#O 3 A:% # % -*% #'O1 O1 A 4?8O 4?4@O 4?4@ 2'K% # CA2%2'K% # CA2%


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• COMMUNICATION SKILLS 5 4 3 2COMMUNICATION SKILLS 5 4 3 21 1

• GRIP ON THE SUBJECT 5 4 3GRIP ON THE SUBJECT 5 4 32 12 1

• ANSWER TO THE QUESTIONS 5 4 3 2 ANSWER TO THE QUESTIONS 5 4 3 21 1

• WHOLE CLASS PARTICIPATION 5 4 3 2 WHOLE CLASS PARTICIPATION 5 4 3 2

1 1

• DO U FEEL ANY VALUE ADDITION 5 4 3 2DO U FEEL ANY VALUE ADDITION 5 4 3 21 1

AFTER HIS CLASS AFTER HIS CLASS

• DO U GO HOME SATISFIED AFTER 5 4 3 2DO U GO HOME SATISFIED AFTER 5 4 3 2

1 1 ATTENDING HIS LECTURE ATTENDING HIS LECTURE

PARAMETER HIGHLYSATISFIED NEUTRAL HIGHLYDISSATIS

TEACHING METHODOLOGY OF MUHAMAD ASIF


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CUSTOMERCUSTOMERQUESTIONNAIREQUESTIONNAIRE

• :O% 1O# #%22 A;O*# # % '+PO #A1C%:O% 1O# #%22 A;O*# # % '+PO #A1C%O) '1:'.':*A2 -*% #'O1 %2A#'.% #OO) '1:'.':*A2 -*% #'O1 %2A#'.% #OO# %O# %

• 1O :O% '# #%22 0 A# C* #O+%1O :O% '# #%22 0 A# C* #O+%% P%C# ) O+ O 3A1'BA#'O1% P%C# ) O+ O 3A1'BA#'O1

• % *2# A % 1O# %P % %1#A#'.% O)% *2# A % 1O# %P % %1#A#'.% O)# % 1O +A2 POP*2A#'O1# % 1O +A2 POP*2A#'O1

• # O % 0 O )%%2 .% ( 3OO: O .% (# O % 0 O )%%2 .% ( 3OO: O .% (;A: % PO1: O12(;A: % PO1: O12(


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TO MAKE SURVEY MORETO MAKE SURVEY MOREUSEFUL REMEMBER USEFUL REMEMBER

4$4$ C2'%1# < C* #O+% A % 1O# A+%C2'%1# < C* #O+% A % 1O# A+%5$5$ * .%( A' % C* #O+% % P%C#A#'O1* .%( A' % C* #O+% % P%C#A#'O16$6$ O0 * A K A -*% #'O1 0'22O0 * A K A -*% #'O1 0'22

:%#% +'1% O0 # % -*A% #'O1 ':%#% +'1% O0 # % -*A% #'O1 'A1 0% %:A1 0% %:

7$7$ # % +O % P%C')'C # % -*% #'O1,# % +O % P%C')'C # % -*% #'O1,

# % ;%##% # % A1 0%# % ;%##% # % A1 0%


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TO MAKE SURVEY MORE USEFULTO MAKE SURVEY MORE USEFULREMEMBER REMEMBER

8$8$ * A.% O12( O1% C A1C% < 48 +'1$* A.% O12( O1% C A1C% < 48 +'1$= ma&$ time a customer "ill give to= ma&$ time a customer "ill give torespond a survey>respond a survey>

9$9$ +O % #'+% * P%1: '1 * .%(+O % #'+% * P%1: '1 * .%(:%.%2OP+%1#, 2% #'+% * 3%# '1:%.%2OP+%1#, 2% #'+% * 3%# '1:A#A A1A2( ' < '1#% P %#A#'O1:A#A A1A2( ' < '1#% P %#A#'O1

$$ 0 O+% * A K ' A '+PO #A1# A0 O+% * A K ' A '+PO #A1# A0 A# * A K0 A# * A K

D$D$ ;%)O % :A#A A % CO22%C#%: , *;%)O % :A#A A % CO22%C#%: , *O*2: K1O0 O0 * 0A1# #OO*2: K1O0 O0 * 0A1# #O

A1A2( % < * % # % :A#AA1A2( % < * % # % :A#A


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FOCUS GROUPSFOCUS GROUPS

• POP*2A 0A( #O O;#A'1 )%%:;ACKPOP*2A 0A( #O O;#A'1 )%%:;ACK• * .%('13 A )OC* 3 O*P ' A % %A C +%# O:* .%('13 A )OC* 3 O*P ' A % %A C +%# O:

* %: #O )'1: O*# 0 A# C* #O+% A % %A22(* %: #O )'1: O*# 0 A# C* #O+% A % %A22(% P%C#'13% P%C#'13

• 3 O*P O) C* #O+% ' A %+;2%: '1 # %3 O*P O) C* #O+% ' A %+;2%: '1 # %+%%#'13 OO+ #O CO22%C# '1)O +A#'O1+%%#'13 OO+ #O CO22%C# '1)O +A#'O1• CA %)*22( P %PA %: A1 0% A K%: ;( K'22%:CA %)*22( P %PA %: A1 0% A K%: ;( K'22%:

+O:%A #O+O:%A #O• 0 O P O;% '1#O PA #'C'PA1# ':%A , # O*3 #0 O P O;% '1#O PA #'C'PA1# ':%A , # O*3 #

P% C%P#'O1 < CO++%1#P% C%P#'O1 < CO++%1#

• P%OP2% %2%C#%: A.% # % A+% P O)'2% A # %P%OP2% %2%C#%: A.% # % A+% P O)'2% A # %% P%C#%: C* #O+%% P%C#%: C* #O+%• )OC* 3 O*P O+%#'+% * %: 0'# '1 #%)OC* 3 O*P O+%#'+% * %: 0'# '1 #%

O 3A1'BA#'O1 #O A:: % '1#% 1A2 ' *%O 3A1'BA#'O1 #O A:: % '1#% 1A2 ' *%


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FOCUS GROUPS( IMPRINT ANALYSIS)FOCUS GROUPS( IMPRINT ANALYSIS)

• '+P '1# A1A2( ' ' A1 %+% 3'13'+P '1# A1A2( ' ' A1 %+% 3'13#%C 1'-*% * %: '1 # % )OC* 3 O*P#%C 1'-*% * %: '1 # % )OC* 3 O*P

• 3OO: 0A( #O O;#A'1 '1# '1 'C3OO: 0A( #O O;#A'1 '1# '1 'C

)%%2'13 A;O*# # % P O:*C#/ % .'C%)%%2'13 A;O*# # % P O:*C#/ % .'C%• )%%2'13 1O# %A '2( O;#A'1%: ) O+)%%2'13 1O# %A '2( O;#A'1%: ) O+

# % C* #O+%# % C* #O+%

• C* #O+% O)#%1 O2:;ACKC* #O+% O)#%1 O2:;ACK'1)O +A#'O1 O1 * .%('1)O +A#'O1 O1 * .%(


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FOCUS GROUPS (IMPRINTFOCUS GROUPS (IMPRINTANALYSIS)ANALYSIS)

• 0O : A OC'A#'O1, :' C* 'O10O : A OC'A#'O1, :' C* 'O1< %2A A#'O1 #%C 1'-*% CA1< %2A A#'O1 #%C 1'-*% CA1':%1#')( A C* #O+% %+% 3'13':%1#')( A C* #O+% %+% 3'131%%:1%%:

• '+P '1# A1A2( ' %2P #O'+P '1# A1A2( ' %2P #O*1:% #A1: # % *+A1*1:% #A1: # % *+A1%+O#'O1 '1.O2.%: '1 # %%+O#'O1 '1.O2.%: '1 # %P* C A % :%C' 'O1P* C A % :%C' 'O1


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TOLL FREE PHONE NO.TOLL FREE PHONE NO.

• %))%C#'.% #%C 1'-*% )O%))%C#'.% #%C 1'-*% )OCO+P2A'1# )%%:;ACKCO+P2A'1# )%%:;ACK

• O 3A1'BA#'O1 CA1 % PO1:O 3A1'BA#'O1 CA1 % PO1:)A #% < C %AP2( #O # %)A #% < C %AP2( #O # %CO+P2A'1#CO+P2A'1#


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CUSTOMER VISITSCUSTOMER VISITS

• .' '# #O A C* #O+% P2AC% O).' '# #O A C* #O+% P2AC% O);* '1% ' A1 %))%C#'.% 0A( #O;* '1% ' A1 %))%C#'.% 0A( #O3A# % '1)O +A#'O13A# % '1)O +A#'O1

• ACC* A#% '1)O +A#'O1 O;#A'1%:ACC* A#% '1)O +A#'O1 O;#A'1%:EP%OP2% CA1 %% )' # A1: O0EP%OP2% CA1 %% )' # A1: O0# % P O:*C# ' P% )O +'13# % P O:*C# ' P% )O +'13


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• %PO # CA :%PO # CA :

• # % '1#% 1%# < # %# % '1#% 1%# < # %CO+P*#%CO+P*#%


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• %+P2O(%% *1#APP%: O* C%%+P2O(%% *1#APP%: O* C%O) '1)O +A#'O1O) '1)O +A#'O1

• CO1.%1#'O1A22( CO+PA1'%CO1.%1#'O1A22( CO+PA1'%2' #%1 +O % #O # % % #% 1A22' #%1 +O % #O # % % #% 1A2C* #O+% < 2% #O # %C* #O+% < 2% #O # %'1#% 1A2 C* #O+%'1#% 1A2 C* #O+%

• %+P2O(%% * *A22( P O.':%%+P2O(%% * *A22( P O.':%:%%P% '1 '3 # '1#O:%%P% '1 '3 # '1#OCO1:'#'O'1CO1:'#'O'1

EMPLOYEES FEEDBACKEMPLOYEES FEEDBACK


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EMPLOYEES FEEDBACKEMPLOYEES FEEDBACK

• C* #O+% % A% C %.%A2C* #O+% % A% C %.%A20 A# ' APP%1'130 A# ' APP%1'13

• %+2O(%% %A %A C %.%A2%+2O(%% %A %A C %.%A20 ( '# ' APP%1'130 ( '# ' APP%1'13

• '# O*2: ;% %3*2A 2('# O*2: ;% %3*2A 2(O2'C'#%: A# % # A1 C %CK'13O2'C'#%: A# % # A1 C %CK'13

# % 0OO:%1 ;O A11*A22(# % 0OO:%1 ;O A11*A22(


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USING CUSTOMERUSING CUSTOMERCOMPLAINTSCOMPLAINTS

• # % )%%:;ACK O;#A'1%: '1 A22 A;O.%# % )%%:;ACK O;#A'1%: '1 A22 A;O.%CA % ' P OAC#'.%CA % ' P OAC#'.%

• C* #O+% CO+P2A'1# ' %AC#'.%C* #O+% CO+P2A'1# ' %AC#'.%

;*# .% ( * %)*2;*# .% ( * %)*2• ASQ SURVEYASQ SURVEY %.%A2 # A# A;O*#%.%A2 # A# A;O*#1.1. 1.5%1.5% COMPLAINTS REACH TOPCOMPLAINTS REACH TOP

MANAGEMENTMANAGEMENT2.2. 20%20% TO FRONT LINE PERSONNELTO FRONT LINE PERSONNEL3.3. 80%80% DON’T REPORTDON’T REPORT


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• '# '1:'CA#% # A# '# ' %A ('# '1:'CA#% # A# '# ' %A (

)O # % #OP +A13+1# #O)O # % #OP +A13+1# #OP% C%'.% # A# %.% ( # '13 'P% C%'.% # A# %.% ( # '13 'OKOK

• 0 %1 A#' )'%: C* #O+% 0 %1 A#' )'%: C* #O+% '1C2*:%: '1 # % :A#A, 1O$ O)'1C2*:%: '1 # % :A#A, 1O$ O)CO+P2A'1# #O +A13+1# 'CO+P2A'1# #O +A13+1# '2O0% # A1 4$8F2O0% # A1 4$8F

• ) %-*%1#2( :' A#' )'%:) %-*%1#2( :' A#' )'%:C* #O+% :O1!# A(C* #O+% :O1!# A(A1(# '13 < -*'%#2( 0'#CA1(# '13 < -*'%#2( 0'#CO.% #O CO+P%#'#OO.% #O CO+P%#'#O


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• O1C% * A.% ':%1#')'%: # %O1C% * A.% ':%1#')'%: # %

CO+P2A'1# / P O;2%+CO+P2A'1# / P O;2%+

1O0 #* 1 #O %2'+'1A#'O1$1O0 #* 1 #O %2'+'1A#'O1$'1CO PO A#% C* #O+% .O'C%'1CO PO A#% C* #O+% .O'C%'1#O P O:*C#/ % .'C%'1#O P O:*C#/ % .'C%


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• 3'.% C* #O+% % AC#2( 0 A#3'.% C* #O+% % AC#2( 0 A#C* #O+% 0A1#C* #O+% 0A1#

Mass Cust !"#at" $Mass Cust !"#at" $


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Mass %ust !"#at" $Mass %ust !"#at" $

• '1 # % O*# %#, P 'C% #A3 O1'1 # % O*# %#, P 'C% #A3 O1*C P O:*C# 0A P O ';'#'.%,*C P O:*C# 0A P O ';'#'.%,

;*# +$C P O.':% # ' A#;*# +$C P O.':% # ' A#A))O :A;2% P 'C%A))O :A;2% P 'C%

• +$C ' % *2# O) )2% ';2%+$C ' % *2# O) )2% ';2%+A1*)AC#* '13+A1*)AC#* '13

( #%+=)+ >,G'#,< C(C2% #'+%( #%+=)+ >,G'#,< C(C2% #'+%%:*C#'O1%:*C#'O1


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• '1 A*#O+O;'2% '# ' '1C% +A1('1 A*#O+O;'2% '# ' '1C% +A1((%A(%A

• C* #O+% +A( :%#% +'1% 0 A#C* #O+% +A( :%#% +'1% 0 A##(P% O) %A# CO.% '13 , CO2O*#(P% O) %A# CO.% '13 , CO2O*< #% %O ( (#%+ # %( 0A1#< #% %O ( (#%+ # %( 0A1#

• CO+P*#% +) s < A %+;2% :OCO+P*#% +) s < A %+;2% :O'#'#


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– Modular designModular design

– Delayed di eren!ia!ionDelayed di eren!ia!ion



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MODULAR DESIGNMODULAR DESIGN's a form of standardiHation in "hich's a form of standardiHation in "hichcomponent parts are subdivided intocomponent parts are subdivided intomodules that are easily replaced ormodules that are easily replaced orinterchanged$ 't allo"sIinterchanged$ 't allo"sI

• %asier diagnosis and remedy of failures%asier diagnosis and remedy of failures• %asier repair and replacement%asier repair and replacement• implification of manufacturing andimplification of manufacturing andassemblyassembly

DISADVANTAGEDISADVANTAGE II .ariety :ecreases.ariety :ecreases


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:elayed differentiation is a:elayed differentiation is apostponement tacticpostponement tactic

• Producing but not Juite completingProducing but not Juite completing

a product or service until customera product or service until customerpreferences or specifications arepreferences or specifications arekno"nkno"n

DELAYED DIFFERENTIATIONDELAYED DIFFERENTIATION


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DELAYED DIFFERENTIATIONDELAYED DIFFERENTIATION


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&&O' t* +a,,- A a%*O' t* +a,,- A a%*

Design

M g

New Product


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CONCURRENTCONCURRENTENGINEERINGENGINEERING

Concurrent engineeringConcurrent engineeringis bringing togetheris bringing together

marketing, engineering,marketing, engineering,manufacturing, purchasing,manufacturing, purchasing,service, packaging, etc$service, packaging, etc$

people early in the designpeople early in the designphase$phase$


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:esign that results in products or:esign that results in products orservices that can function over aservices that can function over abroad range of conditionsbroad range of conditions

O;* # :% '31


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CUSTOMERS/ REQUIREMENTSCUSTOMERS/ REQUIREMENTS

• NORMAL REQUIREMENTSNORMAL REQUIREMENTS Are !y"i#ally $%a! Are !y"i#ally $%a!one ge!s &y 'us! as(ing #us!o)ers $%a! !%eyone ge!s &y 'us! as(ing #us!o)ers $%a! !%ey$an!*$an!*

• E PE!TE" REQUIREMENTSE PE!TE" REQUIREMENTS Are !%e o&+ious Are !%e o&+ious, #o)"ulsory re-uire)en!s* For e.a)"le/ i, #o)"ulsory re-uire)en!s* For e.a)"le/ i)eal is ser+ed %o!/ #us!o)ers &arely no!i#e i!*)eal is ser+ed %o!/ #us!o)ers &arely no!i#e i!*I i!0s #old or !oo %o!/ dissa!is a#!ion o##urs*I i!0s #old or !oo %o!/ dissa!is a#!ion o##urs*E."e#!ed re-uire)en!s )us! &e ul illed*E."e#!ed re-uire)en!s )us! &e ul illed*

• E !ITIN# REQUIREMENTSE !ITIN# REQUIREMENTS1eyond !%e #us!o)er0s e."e#!a!ions*1eyond !%e #us!o)er0s e."e#!a!ions*I "ro+ided / #us!o)er $ould &e e.#i!edI "ro+ided / #us!o)er $ould &e e.#i!edI no! /!%ey $ould %ardly #o)"lainI no! /!%ey $ould %ardly #o)"lain


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IN OTHER +ORDSIN OTHER +ORDS

• NORMAL REQUIREMENTSNORMAL REQUIREMENTS• MORE IS $ETTERMORE IS $ETTER

• E PE!TE" REQUIREMENTSE PE!TE" REQUIREMENTS• MUST $EMUST $E

• E !ITIN# REQUIREMENTSE !ITIN# REQUIREMENTS

"ELI# TENIN#&E !ITIN#& 'O' (A!TOR"ELI# TENIN#&E !ITIN#& 'O' (A!TOR


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+

+-

-

Satisfaction

Dissatisfaction

ServiceDysfunctions

ServiceFully

Functions

EXCITERS

Must Be

MORE ISBETTER

Less satisfied !en t!e "roduct or service is lessfunctional# $ut cannotincrease satisfactionsu$stantially if o"erational- %u"-ti&e%

If t!e re'uire&ent is a$sentit does not causedissatisfaction# $ut it illdeli(!t clients if "resent -%ca&era o"tions %

T!e &ore re'uire&entsare &et t!e &ore one issatisfied

KA1O +O:%2


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-*% #'O1-*% #'O1

TQM 3_Customer Satisfaction

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