Mobistar- Quality management

Thèmes abordés

Mobistar - innovations - communication - efficiency - quality management

Résumé du document

Quality Wheel:The seven levels of quality management
-Customer's needs
-Target
-Announced customers' offers
-Customers' perceptions of Mobistar
-Quality standards
-Offered quality
-Quality effectively perceived

1)Customers' needs:
Need of communication
To have the expected options
Ability to control
Ability to compare

2)Target
Concerns those who want:
Innovations
Customized advices
To keep their personal data
Rewards for their fidelity
Advantageous offers

Extraits

[...] How to improve? One solution would be to insert a touch screen which: Asks for the phone number Guides for the best rate Shows different products Allows comparison Prints the customer's choice http://uk.gizmodo.com/lemur1.jpg P-promo < number > The touch screen will innovate and improve: P-Promotion: better organization, comparison, faster, control P-Personnel: increased availability and efficiency How to improve? [...]

[...] Mobistar Quality management http://blog.newsok.com/hiccups/files/2008/07/cellphone.gif Summary Quality wheel Innovations Quality Improvement Plan Plan-Do-Check-Act Conclusion Quality Wheel: The seven levels of quality management Customers' needs Target Announced customers' offers Customers' perceptions of Mobistar Quality standards Offered quality Quality effectively perceived Quality Wheel: The seven levels of quality management Customers' needs: Need of communication To have the expected options Ability to control Ability to compare Quality Wheel: The seven levels of quality management Target Concerns those who want : Innovations Customized advices To keep their personal data Rewards for their fidelity Advantageous offers http://www.coiffure-domicile.be/documents/graphics/carte-de-fidelite.jpg Quality Wheel: The seven levels of quality management Announced customers' offers, based on: -advantageous products -accessible prices -competitive offers Quality Wheel: The seven levels of quality management Customers' perceptions of Mobistar - accessible to everyone - large range of products - possibility to test the products - casual environment http://cmp.roularta.be/cmdata/Images/site12/news/high_tech/i/iphonemobistarb.jpg Quality Wheel: The seven levels of quality management Quality standards - Honesty - Efficiency - After sale service - Clearness - Sympathy - Freshness - Dynamism Offered quality -Honesty -Efficiency -After sale service -Sympathy Quality Wheel: The seven levels of quality management Quality effectively perceived honesty: we cannot affirm efficiency: quickly busy sympathy: welcoming attitude after sale service: we cannot affirm freshness: up-to-date products Quality Improvement Plan Personnel Client Organization Cost Organization  People who want to know more about the rates Process: go on the internet, check Mobistar's website, check other brands' websites, get off the internet, take their phone, call to get information, take their car, drive to the location, get to the store, enter the store, check out the store, check out the ads, queue, ask for help, choose a rate that suits them at best Flaws in the process: Bad organization inside the store Need of better internal communication How to improve? [...]

[...] Plan Do Check Act PLAN DO CHECK ACT Plan Do Check Act PLAN: install one touch screen and have it tested in the shop DO: touch screens, continuous monitoring CHECK: customers' opinions, feedbacks, continuous monitoring ACT: good results  implantation in other Mobistar's shops Monitoring = surveiller si le client a du mal avec le touch screen, et l'aider < number > How to improve? Salesman: The salesman enters it in the Intranet and has your entire history He applies the desired changes The changes are saved and the Intranet is automatically updated Customer: Gives his phone number Explains his needs Another solution: Intranet http://www.logiciel-caisse.org/images/winhair-5-2-fidelite-Jpg The Intranet will innovate and improve: P-Promotion: advantage towards competitors, better organization, faster P-Personnel: better customer follow-up, time-saving, instant updates in all Mobistar shops How to improve? [...]