Quality management
Inhoudsopgave
Video 1: Aligning customer Experience with company culture ........................................................................ 2
1 Customer experience strategies....................................................................................................................... 2
2 Customer Experience best practices ................................................................................................................ 2
3 Customer Experience Framework .................................................................................................................... 3
4 Customer experience evaluation ..................................................................................................................... 3
Video 2: Quality Management Foundations – The Gap Framework ................................................................. 4
1 Understanding Quality..................................................................................................................................... 4
2 Frameworks for quality management ............................................................................................................. 4
3 Tools for quality Management ........................................................................................................................ 6
4 Quality strategies............................................................................................................................................. 7
Video 3: Process Improvement Foundations ................................................................................................... 8
1 Measuring Your Processes ............................................................................................................................... 8
2 Improving your business .................................................................................................................................. 8
Video 4: Project management foundations ................................................................................................... 12
1 Introduction ................................................................................................................................................... 12
1.1 Managing project quality ....................................................................................................................... 12
1.2 Defining project quality ......................................................................................................................... 12
2 Using the requirements Management Process .............................................................................................. 12
2.1 Continuous improvement and cost of quality ....................................................................................... 12
2.2 Quality planning, assurance & control ................................................................................................... 12
2.3 Applying lean in products ...................................................................................................................... 13
2.3 Applying Six Sigma in projects ............................................................................................................... 13
2.4 Applying agile in projects ....................................................................................................................... 13
2.5 Building a house of quality ..................................................................................................................... 13
2.6 Using Pareto Analysis ............................................................................................................................. 14
2.7 Developing quantitative metrics ............................................................................................................ 14
2.8 Developing qualitative metrics .............................................................................................................. 14
2.9 Testing, audits, and inspections ............................................................................................................. 14
, Video 1: Aligning customer Experience with company culture
- What is customer experience and how does it integrate into my company culture?
o Customer experience is decided by the company culture
o Good correlation à increase profit !
1 Customer experience strategies
- Identify your company mission and core values
o Be clear about your company’s values!
o Zappos:
§ 2 key components to Customer-centric strategy:
• Align customer experience with core values (create fun, create
waauw feeling, …)
• Have a clear & concise mission (everybody should be aware)
- How to craft your customer experience vision
o Enterprise rental car
o 3 universal end goals:
§ How do you want your customer to feel? (f.e. upgrade)
§ What action do you want from the customer? (Repeat customer)
§ How do you want the employee to feel? (He got the power to
upgrade)
2 Customer Experience best practices
- Meeting your customer’s expectations
o Blockbuster versus Netflix
o What/How/Why
§ What = emotion
§ How = convenience
§ Why
- What employees need in customer experience
o Link customer & employee satisfaction!
o Air B&B (hosts are customers)
o Understanding employee needs
- Delivering products & services through your customer experience
o Align customer expectations with employee expectations
o Become famous and good for customers? You need to take employees into
account
o Virgin: happy customers & workers (they have a strategy)
§ Raise moral & profits!
Inhoudsopgave
Video 1: Aligning customer Experience with company culture ........................................................................ 2
1 Customer experience strategies....................................................................................................................... 2
2 Customer Experience best practices ................................................................................................................ 2
3 Customer Experience Framework .................................................................................................................... 3
4 Customer experience evaluation ..................................................................................................................... 3
Video 2: Quality Management Foundations – The Gap Framework ................................................................. 4
1 Understanding Quality..................................................................................................................................... 4
2 Frameworks for quality management ............................................................................................................. 4
3 Tools for quality Management ........................................................................................................................ 6
4 Quality strategies............................................................................................................................................. 7
Video 3: Process Improvement Foundations ................................................................................................... 8
1 Measuring Your Processes ............................................................................................................................... 8
2 Improving your business .................................................................................................................................. 8
Video 4: Project management foundations ................................................................................................... 12
1 Introduction ................................................................................................................................................... 12
1.1 Managing project quality ....................................................................................................................... 12
1.2 Defining project quality ......................................................................................................................... 12
2 Using the requirements Management Process .............................................................................................. 12
2.1 Continuous improvement and cost of quality ....................................................................................... 12
2.2 Quality planning, assurance & control ................................................................................................... 12
2.3 Applying lean in products ...................................................................................................................... 13
2.3 Applying Six Sigma in projects ............................................................................................................... 13
2.4 Applying agile in projects ....................................................................................................................... 13
2.5 Building a house of quality ..................................................................................................................... 13
2.6 Using Pareto Analysis ............................................................................................................................. 14
2.7 Developing quantitative metrics ............................................................................................................ 14
2.8 Developing qualitative metrics .............................................................................................................. 14
2.9 Testing, audits, and inspections ............................................................................................................. 14
, Video 1: Aligning customer Experience with company culture
- What is customer experience and how does it integrate into my company culture?
o Customer experience is decided by the company culture
o Good correlation à increase profit !
1 Customer experience strategies
- Identify your company mission and core values
o Be clear about your company’s values!
o Zappos:
§ 2 key components to Customer-centric strategy:
• Align customer experience with core values (create fun, create
waauw feeling, …)
• Have a clear & concise mission (everybody should be aware)
- How to craft your customer experience vision
o Enterprise rental car
o 3 universal end goals:
§ How do you want your customer to feel? (f.e. upgrade)
§ What action do you want from the customer? (Repeat customer)
§ How do you want the employee to feel? (He got the power to
upgrade)
2 Customer Experience best practices
- Meeting your customer’s expectations
o Blockbuster versus Netflix
o What/How/Why
§ What = emotion
§ How = convenience
§ Why
- What employees need in customer experience
o Link customer & employee satisfaction!
o Air B&B (hosts are customers)
o Understanding employee needs
- Delivering products & services through your customer experience
o Align customer expectations with employee expectations
o Become famous and good for customers? You need to take employees into
account
o Virgin: happy customers & workers (they have a strategy)
§ Raise moral & profits!
