Qualité dans les services et innovationProcessus et innovation (ERE)

Understanding the differences between product quality and service quality Know the quality approaches adapted to service activities Recognize service quality indicators

What is a service? • Some definitions • What are the characteristics of services?  Liés à un produit, Utilisant un produit, Prestation purement intellectuelle • What differences between quality of service and product quality? Storage, Design, Production, Manufacturing, Delivery, • How do these differences affect the quality approach? Customer experience, Staff training, Staff involvement The challenges of quality approaches in services • Why a quality approach is needed in services • Measuring the quality of services • Triptych inextricably : Quality , cost, deadlines. • Measurement of quality of service • Why customers leave, Satisfaction, loyalty and recommendation • Customer satisfaction and delight. • The Net Promoter Score, the international measure

Quality tools for use of services • Hoshin Kanri: development and deployment of the Strategy • The EMC: Market Listening Design • Process management • Process Design – Design Thinking • Kaizen , continuous improvement • "Employment" or Delegation of Power • Benchmarking

The concepts of Customer Experience • Contact points for a service activity • The criteria of enchantment, the memorable experience • Design of the service, the approach to be implemented • The Customer Path • The necessary cultural change in the company

How to enchant customers at contact points: application exercise Case study of a service company: • The Customer Route and Contact Points • The criteria of enchantment at points of contact • Choice of ideas to be implemented • Implementation plan and process redesign

Table control (Duration 1h)