Achieving Customer Experience Excellence through a Quality Management System

Ulka Ranadive, Luis Morales, Alka Jarvis

Description

For the past decade, process validation issues ranked within the top six of Food and Drug Administration (FDA) form 483 observation findings issued each year. This poses a substantial problem for the medical device industry and is the reason why the authors wanted to write this book. The authors will share their collective knowledge: to help organizations improve patient safety and increase profitability while maintaining a state of compliance with regulations and standards.
This book was written to assist quality technicians, engineers, managers, and others that need to plan, conduct, and monitor validation activities. To that end, the intent of this book is to provide the quality professional working in virtually any industry a quick, convenient, and comprehensive guide to properly conducting process validations that meet regulatory and certification requirements. It provides an introduction and background to the requirements necessary to perform process validations that will comply with regulatory and certification body requirements.

Sujets

• Business
• Qualité, hygiène, sécurité, environnement
• Vente
• Customer Relations
• Marketing et communication
• management
• Economics
• VOC
• QMS
• CX
• Gestion des ventes

Informations

• Publié par: ASQ Quality Press
• Date de parution: 04 juillet 2016
• Nombre de lectures: 0
• EAN13: 9781953079688
• Langue: English

Extrait

Achieving Customer Experience Excellence through a Quality Management System
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To request a complimentary catalog of ASQ Quality Press publications, call 800-248-1946, or visit our Web site at http://www.asq.org/quality-press .
Achieving Customer Experience Excellence through a Quality Management System
Alka Jarvis, Luis Morales, Ulka Ranadive
ASQ Quality Press Milwaukee, Wisconsin
American Society for Quality, Quality Press, Milwaukee, WI 53203 © 2016 by ASQ All rights reserved. Published 2016.
22 21 20 19 18 17 16     5 4 3 2 1
Names: Jarvis, Alka, author.
Title: Achieving customer experience excellence through a quality management system / Alka Jarvis, Luis Morales, Ulka Ranadive.
Description: Milwaukee : ASQ Quality Press, 2016. | Includes bibliographical references and index.
Identifiers: LCCN 2016020334 | ISBN 9780873899352 (alk. paper)
Subjects: LCSH: Customer services--Quality control. | Industrial management. | Quality control.
Classification: LCC HF5415.5 .J37 2016 | DDC 658.4/013011--dc23
LC record available at https://lccn.loc.gov/2016020334
No part of this book may be reproduced in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.
Publisher: Seiche Sanders
Acquisitions Editor: Matt T. Meinholz
Managing Editor: Paul Daniel O’Mara
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ASQ Mission: The American Society for Quality advances individual, organizational, and community excellence worldwide through learning, quality improvement, and knowledge exchange.
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To place orders or to request ASQ membership information, call 800-248-1946.
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Contents
List of Figures and Tables
Acknowledgments
Introduction
Chapter 1: Customer Experience
1.1 Background
1.2 What is Customer Experience (CX)?
1.2.1 Common CX Misinterpretations
1.2.2 Definition of CX
1.2.3 Types of CX
1.2.4 Common CX Terminologies
1.3 Importance of CX
1.3.1 Effects of Globalization on Organizations
1.3.2 Impact of Digitalization on Customers
1.3.3 CX Business Impact
1.3.3.1 Stock Market Performance
1.3.3.2 Customer Loyalty
1.3.3.3 Competitive Advantage
1.3.3.4 Brand Equity
1.3.3.5 Operating Costs
1.3.3.6 Reputational Risk
1.3 CX Ecosystem
1.4 Be the “Best in Any Class”
Chapter 2: Customer Experience (CX) Lifecycle
2.1 Definition
2.2 Customer Experience (CX) Lifecycle
2.2.1 Need/Want
2.2.2 Solution Exploration
2.2.2.1 B2B Vs B2C Decision-Making Process
2.2.2.2 Emotion
2.2.2.3 Decision-Simplicity
2.2.2.4 Customer Service
2.2.3 Solution Evaluation
2.2.4 Purchase Experience
2.2.4.1 Negotiation
2.2.4.2 Quoting, Contract Processing, and Ordering
2.2.4.3 Billing
2.2.5 Provisioning Experience
2.2.5.1 Delivery
2.2.5.2 Installation
2.2.5.3 Documentation
2.2.6 Use Experience
2.2.6.1 Utility
2.2.6.2 Usability
2.2.6.3 Reliability
2.2.6.4 Customer Training
2.2.7 Maintenance Experience
2.2.7.1 Types of Maintenance
2.2.7.2 Support Scenarios
2.2.8 Renew Experience
2.3 Benefits of CX Lifecycle
Chapter 3: Quality Management System
3.1 Importance of QMS and Related Industry Standards
3.2 Business Necessity
3.3 International Standards Organization
3.3.1 Selection of Experts
3.4 Quality Management Principles
3.4.1 QMP 1: Customer Focus
3.4.2 QMP 2: Leadership
3.4.3 QMP 3: Engagement of People
3.4.4 QMP 4: Process Approach
3.4.5 QMP 5: Improvement
3.4.6 QMP 6: Evidence-Based decision making
3.4.7 QMP 7: Relationship Management
3.5 Overview of QMS Standards
3.5.1 ISO 9000
3.5.2 ISO 9001
3.5.3 ISO 9004
3.6 Management Systems
3.6.1 Environment System
3.6.2 Quality Management System
3.6.3 Knowledge Management System
3.6.4 Human Resource Management
3.6.5 Document Management System
3.7 Integration of Management Systems Standards and QMS
3.8 Related Industry Standards
Chapter 4: QMS and CX Interlock
4.1 Purpose of Intersection
4.2 Damage from Silo Mentality
4.3 Breaking the Silo Barrier
4.4 The Interconnections
4.5 Quality and CX
4.6 The Strategy to Use ISO 9001QMS in Addressing CX
4.6.1 Need/Want
4.6.2 Solution Exploration/Evaluation
4.6.3 Purchase Experience
4.6.4 Provisioning Experience
4.6.5 Use Experience & Maintenance Experience
4.6.6 Renew Experience
4.7 ISO 9001:2015 High-Level Summary of Requirements
4.7.1 Clause 4.0 Context of the Organization
4.7.2 Clause 5.0 Leadership
4.7.3 Clause 6.0 Planning
4.7.4 Clause 7.0 Support
4.7.5 Clause 8.0 Planning
4.7.6 Clause 9.0 Performance Evaluation
4.7.7 Clause 10.0 Improvement
Chapter 5: Optimization of CX
5.1 Cross Functional Barriers
5.1.1 Customer Experience Priority
5.1.2 Intended Outcome
5.1.3 Strategy
5.1.4 Execution Plan
5.1.5 Cross Functional Team
5.1.6 Feedback Loop
5.1.6.1 Satisfaction Survey
5.1.6.2 Live Interviews
5.1.6.3 Focus Groups
5.1.6.4 Customer Support Cases
5.1.6.5 Customer-Facing Employees
5.1.7 Future Trends
5.1.8 CX Key Performance Indicators
5.1.8.1 Main CX Metrics
5.2 Operating CX Main Elements
5.2.1 Innovation
5.2.2 Role of Leaders
5.2.3 Support
5.2.4 Customer knowledge
5.2.5 Knowledge Management
5.2.6 Change Management
5.2.6.1 Change Management Discipline
5.2.6.2 Implementing Change Management
5.2.6.3 Change Management Resistance
5.2.6.4 Change Management in Operational Environment
5.2.7 People Empowerment
5.2.8 Risks
5.2.8.1 Implementing Risk Management
5.2.8.2 Risk Assessment
5.2.8.3 Risk Mitigation
5.2.8.4 Risk Management in an Operational Environment
5.2.8.5 Root Cause Analysis
5.3 Maintaining CX Sustainability
Chapter 6: Transformation of Your Existing QMS into CX Centric Model
6.1 Establishment of a Governing Body
6.1.1 Case Study: Governance in Action
6.1.2 Benefits
6.1.3 Frameworks
6.1.4 Incident Management
6.1.5 Configuration Management
6.2 Areas of Focus
6.3 Formation of Cross-Functional Teams
6.3.1 Gap Analysis of Focus Areas
6.4 Bridging the Gaps into Existing QMS
6.4.1 Process Discipline
6.4.2 Training
6.4.3 Tools
6.4.4 Communications
6.5 On-Going Trend Monitoring
6.6 Improving Customer Experience through Intentional Design
Appendix: Case Studies of Intentional Design
– Case #1 How to Meet or Exceed Customer Experience for International Customers
– Case #2: How to Meet or Exceed Customer Expectations for Hardware Reliability
Index
List of Figures and Tables Figure 1.1 Customer experience (CX) and brand experience (BX) inter-dependency Figure 1.2 Common CX taxonomies (touchpoint, journey, lifecycle phases) Figure 1.3 Profitable growth Table 1.1 Customer experience (CX) business impact Figure 1.4 Customer experience (CX) drives customer loyalty Figure 1.5 Traditional marketing funnel Figure 2.1 Customer experience (CX) lifecycle Figure 2.2 Provisioning lifecycle customer experiences Figure 2.3 Use experience CX attributes Table 2.1 Solution maintenance scenarios Figure 3.1 The relationships between ISO, ANSI, ASQ and the TAG176 Table 3.1 Relationship between effective number of audit days and personnel Figure 3.2 The consistent pair Table 3.2 Common industry standards Figure 4.1 Mutual quality goal and essentials Figure 4.2 Ecosystem of quality with seven components Figure 4.3 The customer experience lifecycle Table 4.1 Need/Want clauses, sub-clauses, and interrelationships Table 4.2 Solution exploration/evaluation clauses, sub-clauses, and interrelationships Table 4.3 Purchase experience clauses, sub-clauses, and interrelationships Table 4.4 Provisioning experience clauses, sub-clauses, and interrelationships Table 4.5 Use experience & maintenance experience clauses, sub-clauses, and interrelationships Table 4.6 Renew experience clauses, sub-clauses, and interrelationships Figure 5.1 Change management interaction with other processes Figure 5.2 Conquering resistance to change Table 5.1 Risk probability factors Table 5.2 Risk impact factors Table 5.3 Risk evaluation tools Figure 6.1 Hierarchy of metrics Figure 6.2 Customer experience vs. customer expectations Figure Appendix 1 Product predicted reliability by class Figure Appendix 2 Product field reliability by class Table Appendix 1 Customer expectations table
Acknowledgments
I n putting together the book of this magnitude, with the latest industry focus on CX and how the Quality Management System addresses it, there are several individuals that we interviewed and talked to, who w