RE: REQUEST: measuring and monitoring service quality when humen beings

["John McConnell" <wysowl@msn.com.au>]

     I want inputs on:

    How to monitor the performance of the service quality? And what systems
    should be in place so that the workers feel motivated to do their job
well.
    (The fact that most of them would be illiterate and uneducated has to be
kept
    in mind)
A couple of years ago I trained a team of managers whose task it was to set
up a spectacle lens plant in India.  Their leader is a great chap named
Partha.

They set up the lines with some help from their Australian counterparts, and
within a month of start-up were producing excellent quality and great
yields.  Partha and his team took the Deming approach, with a particular
emphasis on understanding and reducing variation, and applied it in the
cultural context of India, demonstrating again that culture is not a barrier
to a good idea or to good management.  This is a particularly impressive
result given the history of lens making in India, and given the labour
intensive nature of the work.  It was necessary for Partha to gain the
commitment of every manager, supervisor and worker to create an environment
where they were all in pursuit of brutally uniform processes together with a
process to improve processes.

You might like to contact Partha and get his input directly.  He has service
as well as manufacturing responsibilities.
KRP@olmil.sprintrpg.net.in


Cheerio!
John McConnell
Wysowl@msn.com.au