RepositioningqualitycultureinHigherEducation.pptVIP

Manage quality costs Internal failure costs External failure costs Prevention costs Hidden costs The Seven Service Wastes: Delay - on the part of customers waiting for service, for delivery, in queues, for response, not arriving as promised.. Duplication - having to re-enter data, repeat details on forms, and copy information across, answer queries from several sources within the same organisation. Unnecessary Movement - queuing several times, lack of one-stop, poor ergonomics in the service encounter. cont Unclear Communication -and the wastes of seeking clarification, confusion over produ