1. Introduction to Variability
Bead Box Game

2. 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.

3. 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

4. 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?

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

6. 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)

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

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

9. 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

10. …And unintended messages
Picture from ThisIsBroken.com

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

12. 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