- Slides: 6
QCDSM Better Health Better Care Better Teams Better Value
QCDSM Better Health Better Care Better Teams Quality • Products and services received by the customer must fit their precise intended use, while serving the customer’s needs better than do the products and services of competitors. • These products and services must meet customer requirements and conform to customer specifications. • They must be accompanied by excellent service before, during, and after their sale or delivery. Better Value
QCDSM Better Health Better Care Better Teams Cost • Products and services must be cost-effective. • During planning, design, and delivery, these products and services must be cost-effective for the producer. • To ensure strong demand for services, they must be costed effectively. • World-class organizations make concentrated efforts to eliminate waste, and they do only those things that add value for the customer. • These organizations also control costs with suppliers and vendors, resulting in lower costs for the same product or service over time. Better Value
QCDSM Better Health Better Care Better Teams Better Value Delivery • Superior delivery of products and services is critical. • Customers must receive the right amount, in the right place, at the right time, in the right package. • Delivery must be timely, reliable, and courteous. • Customer satisfaction depends greatly on company responsiveness, which comes from having short cycle times to product or service delivery. • As demand increases, customers receive benefits of economies of scale and organizational learning. • Finally, customers expect reliable new product or service development systems, so that they can be assured that your delivery will continue to meet their needs in the future.
QCDSM Better Health Better Care Better Teams Safety • The importance for the customer of safety and security in using an organizations products and services is obvious. • But providing full satisfaction to the customer also means ensuring safety and security for all employees who produce those goods and services. • Customers cannot be assured of quality if employees work in unsafe conditions or insecure places. • Furthermore, a company’s products and services must be environmentally safe, avoiding pollution and ensuring reuse or recycling of materials. Better Value
QCDSM Better Health Better Care Better Teams Morale • Workmanship, product reliability, and substantive quality require that people have high morale and competence. • Thus employee morale and education become critical aspects of full customer satisfaction. • Customers must be assured that the people who deliver their products and services really understand care about doing a good job. Better Value