#2 GROUP PRESENTATION: For May 13 / 14: Topics Topic # Group Members Roles in The Presentation
#2 GROUP PRESENTATION: For May 13 / 14: Topics Topic # Group Members Roles in The Presentation
#2 GROUP PRESENTATION: For May 13 / 14: Topics Topic # Group Members Roles in The Presentation
Scientific Management 2
• Concepts of Scientific
Management
• Specific Aims of Scientific
Management
• Advantages of Scientific
Management
• Misconceptions of Scientific
Management
• Resistance to Scientific
Management
Customer Satisfaction 3
• Sellers’ Market Versus Buyers’
Market
• Customer is King
• Position of the Customer in an
Organization
• Customer’s Perception of
Quality
• Types of Customers
• Internal Customers
• Customer Satisfaction
Customer Satisfaction 4
• Customer Delight
• Kano Model of Customer
Satisfaction 10.10 American
Customer Satisfaction Index
• Customer Retention
• Customer Loyalty
• Factors for Establishing Loyal
Customers
• Customer Attrition
• How Companies Lose Their
Customers
Customer Satisfaction 5
• Customer Surveys
• Customer and Quality Service
• The Key Elements of Service
Quality
• Customer Retention Versus
Employee Morale
• Action to be Taken to Handle
Customer Complaints
• Healthy Practices by Customer
Focused Organizations
• Customer Code of Ethics to be
Followed
• Recently Held International Quality
Symposia
Process Capability 8
Statistical Process Control
Why Control Charts?
Reasons for Variations
Process Capability
Process Capability Index
One-Sided and Two-Sided
Specifications
Taguchi Capability Index
Recommended Minimum Values
of CPK