Category Archives: Chap 09 Quality

Lean six sigma applied to service operations

In our book (page 18) we argue that manufacturing and service operations are not so different, except for the the concept of “simultaneity/inseparability” i.e. direct delivery of the offer to the consumer.  Even so there is a danger that some … Continue reading

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Operations Insight: Quality control of precision engineering products

This Zeiss promo video gives great insight into how a company manufacturing engines for high performance race cars uses technology to monitor the quality of its components.

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Process improvement in P & O Ferries

This video on the OEE Consulting webpage explains how P & O series went about improving their customer experience in their food court.  This company features as the end of chapter case in chapter 8, which can be read in … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 09 Quality, Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Quality management at John Deere combines

This promo video gives great insight into how quality is managed in the John Deere factory, with examples of quality inspection, quality assurance, and continuous improvement.

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Kobe Steel’s customers’ quality challenge

Kobe Steel has admitted that for the last ten years it has been falsifying quality test data on its products, including copper and aluminium sheeting, iron ore powder, steel wire, and copper tubing.  Kobe’s customers include most of the major … Continue reading

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Rolls Royce testing of engine components

Rolls Royce have just released this insightful video. It provides a guided tour of the Mechanical Test Operation Centre, Rolls-Royce Deutschland, to explain how they test their engine components.

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Toyota Production System manufacturing fork lifts

This is an interesting promo video for two reasons.  First, most videos about the Toyota Production System (TPS) are filmed in car manufacturing plants – but this video shows fork lift trucks being manufactured.  Second, it focuses primarily on how … Continue reading

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Social media and customer service

I do not often do this, but this blog is about another aspect of Wyndham Hotels’ approach to customer service, from the same Forbes story posted yesterday.  It’s worth separating out from yesterday’s blog because it deals with a very … Continue reading

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No brainer – customer service starts with the CEO

I love this Forbes story about Geoff Ballotti, CEO of Wyndham Hotels.  First, it emphasises something that is at the core of successful operations management – aligning the organisational culture with the strategic goals of the firm – and the … Continue reading

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Quality gaps in the digital customer experience

Last week, Capgemini launched their report – ‘The Disconnected Customer: what digital customer experience leaders teach us about reconnecting with customers‘ (PDF available here).  This is based on research with 600 executives and 3,000 consumers.   It seems that this … Continue reading

Posted in Chap 09 Quality, Sector: Financial Services, Sector: Manufacturing, Sector: Public Services & Charities, Sector: Retail | Tagged , | Leave a comment