PPT-Chapter 6: Quality of Service

CCNA Routing and Switching Connecting Networks v60 6 1 QoS Overview Explain the purpose and characteristics of QoS Explain how network transmission characteristics impact quality Describe minimum network requirements for voice video and data traffic. Identify and describe the history, ages of change, and current status of guest service in the . U.S. .. Identify the uses of various reasons why guests may not outwardly complain.. Identify and explain the reasoning behind why guests share their poor experiences with others.. PowerPoint presentation to accompany . Heizer and Render . Operations Management, Eleventh Edition. Principles of Operations Management, Ninth Edition. PowerPoint slides by Jeff Heyl. 6. © 2014 Pearson Education, Inc.. Lecture 1. 1. Chapter 24 Quality management. Topics covered. Software quality. Software standards. Reviews and inspections. Software measurement and metrics. 2. Chapter 24 Quality management. Software quality management. Chapter 6. Learning Objectives. Describe and illustrate dimensions of service quality.. Use the service quality gap model to diagnose quality problems.. Apply . poka. -yoke methods to a service.. Perform service quality function deployment.. 1991. -Quality in Public Service Delivery introduced . A ‘. Charter Mark’ . generic framework first . introduced . by . Prime Minister John Major. , in United Kingdom.. Citizens’ Charter, empowers . in. . Supply Chain & After Sales. 19 Jan’12. Girish Shah – Service Head. Videocon Industries Ltd. 2011. 2012. . One chassis with D2H. . . 3D LED TV range. . Real 2D-3D conversion. IP TV ,. of service delivery process. Chap. 6. Defining Service Quality. Moment of truth. Customer contact. Perceived quality. Expectation . Perceived Service Quality. . Word of . mouth. Personal . needs. Past . Describe the five dimensions of service quality.. Use the service quality gap model to diagnose quality problems.. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design.. Vidyarthi. CHAPTER 2 . Quality Management. OPERATIONS MANAGEMENT. : . Creating Value Along the Supply Chain, . Canadian . Edition. Learning Objectives. Discuss . the meaning of quality of goods and services from both the producer’s and consumer’s perspectives. . Chapter Objectives. Discuss the differences and the similarities between service quality and customer satisfaction.. Identify the gaps that influence consumer perceptions of service quality and discuss factors that influence the size of each of the service quality gaps.. © . 2015 . Cengage Learning. MGMT7. © . 2015 . Cengage Learning. 18-1. discuss the kinds of productivity and their importance in managing operations. 18-2. explain the role that quality plays in managing operations. Chapter 4. What Does Product & Service Design Do?. Translate customer wants and needs into product and service requirements. Refine existing products and services. Develop new products and services. 1. 2020/3/4. Learning Objectives. Describe the five dimensions of service quality.. Use the service quality gap model to diagnose quality problems.. Illustrate how Taguchi methods and . poka. -yoke methods are applied to quality design.. 12. th. AEG Meeting. Luxembourg. 27 – 29 November 2018. Background. Eurostat TF on “price and volume measures for service activities”, mandate from Sep 2016. Final TF report June 2018 . TF members:.