Quality Management & After-Sales Service Excellence
Quality Management System and After-Sales Service
The QMS is a management system for a customer-focused organization that involves all employees in a continuous process of improvement.
Quality in After-Sales Service has two components:
- Internal Quality: The technical and operational aspects of the product.
- External Quality: Assessment by the customers of the after-sales service.
Managing Quality in After-Sales Service: Key Actions
To manage quality in After-Sales Service, the key actions are:
- Planning
Nike Internship: Demand, Supply Chain, and Business Planning
Nike Internship Opportunities: Demand, Supply Chain, and Business Planning
Multiple positions available
Demand Planning
Demand planning involves analyzing historical data, market trends, and customer insights to forecast consumer demand for Nike products. As a demand planning intern, you would be responsible for gathering and analyzing data, collaborating with cross-functional teams such as sales, marketing, and operations, and using statistical models to predict future demand. Your goal would be to
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Research suggests that a major key for long-term profitability is a clear strategy for being better than competitors, along with a highly effective workforce that carries out that strategy.
Consider Herb Kelleher, who stated that Southwest’s order of top priorities is employees, customers, and then shareholders. In short, Southwest Airlines uses human resource practices to find and keep a large number of loyal employees who concentrate on
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Techniques, Skills, Habits, and Strategies
Technique is a set of coordinated actions and operations to deal with certain changes, which are not always material or physical, and can be emotional. Skill refers to the ability of a person to properly execute a specific activity, which almost always involves physical activity. Some people refer to it as synonymous with ability. A habit can be defined as a stable behavior acquired through repetition of such acts. Behind this concept are ideas such as strategy
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Understanding Trust: Building, Eroding, and Negotiation Dynamics
Types of Trust
- Deterrence-based Trust: Trust based on fear of consequences if violated.
- Knowledge-based Trust: Trust founded on knowing the other party well enough to predict their behavior.
- Identification-based Trust: The highest form of trust, where parties understand and appreciate each other’s wants and intentions.
Trust-Building Behaviors
- Predictability/Consistency: Acting reliably and consistently over time.
- Relaxed/Open Body Language:
Quality Improvement Teams and the PDCA Cycle
Quality Improvement Teams and Self-Directed Groups
Quality Improvement Teams: These teams are designed to address and resolve specific quality problems, aiming for lasting improvements in organizational processes. They have the autonomy to take appropriate actions to solve problems and enhance their work processes. These teams consist of members with specific knowledge and skills from various functional areas and hierarchical levels. Importantly, individuals outside the organization, such as customer
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