Introduction to Variability Bead Box Game

WORKERS IN THE “RED BEAD FACTORY” 4 WILLING WORKERS. Must be willing to put forth best effort. Continuation of job depends on performance 2 INSPECTORS. Experience not necessary. Inspector must be able to distinguish RED from WHITE. Must be able to count to 50. 1 CHIEF INSPECTOR. Same requirements as for inspector. 1 RECORDER. Must be able to write and add.

Score Sheet The BEAD-BOX GAME tm Note: Production Lot Size 50 Beads Per Operator Per Day Inspector (1) ___________________ Recorder: ___________________ Inspector (2) ___________________ Supervisor: __________________ Chief Inspector: _________________ Production Mgr:: ______________ Customer: ______________________ Plant Mgr:: __________________ Trademarks and copyright (C) 1994, Michael Arthur Johnson

Questions from the bead box game Would hiring additional inspectors help? Would replacing the workers help? Whose fault was the poor quality? What do we need to do to fix the quality problem? What if this were a service situation?

How is service quality LIKE production quality? Customer focus Service provider viewpoint

How is service quality DIFFERENT from production quality? Measurable dimensions Simultaneous production and consumption Product liability Measurable dimensions intangibles Simultaneous production and consumption Customer contact also co-production (customer does some of work) Product liability malpractice (vs. safety concerns)

Attempting to Measure the Intangibles Very difficult Few have appropriate training May use off the shelf instruments, but caveat emptor

Other Tools Include: Error Proofing the Service Warning methods Physical contact methods Visual contact methods Service Transaction Analysis Mystery Shoppers

Beware of good intentions… Tom Davidson writes: This pic is from the National Botanical Gardens in Washington, DC. The public restrooms there have unmarked doors, but have enormous signs hanging from the ceiling just in front of the doors to identify them. Someone realized that this might cause a problem for the blind, so they helpfully added braille to the sign. Unfortunately, there are two problems here: the ceilings are around fifteen feet tall, which means that the lowest point of the sign is still more than eight feet above the ground. And even if a blind giant were able to feel the bottom of the sign while looking for the restroom, he still wouldn't benefit from the braille -- which is just printed directly onto the sign; it's not embossed or raised in any way. Picture from ThisIsBroken.com

…And unintended messages Picture from ThisIsBroken.com

Acceptance sampling has significant concerns Inspecting quality into the product/process/service Often leads to Acceptable Quality Level thinking But…

Acceptance sampling might be needed when: Dealing with unproven suppliers During start-ups and when building new products When products can be damaged during shipment When problems with a certain supplier have been noticed Acceptance sampling is controversial