Achieving customer experience excellence through a quality management system / Alka Jarvis, Luis Morales, Ulka Ranadive.

Format:

Book

Author/Creator:

Jarvis, Alka, author.

Morales, Luis, author.

Ranadive, Ulka, author.

Language:

English

Subjects (All):

Customer services--Quality control.

Customer services.

Quality control.

Industrial management.

Physical Description:

1 online resource (181 pages) : illustrations

Edition:

1st ed.

Place of Publication:

Milwaukee, Wisconsin : ASQ Quality Press, [2016]

Summary:

For the past decade, process validation issues ranked within the top six of Food and Drug Administration (FDA) form 483 observation findings issued each year. This poses a substantial problem for the medical device industry and is the reason why the authors wanted to write this book. The authors will share their collective knowledge: to help organizations improve patient safety and increase profitability while maintaining a state of compliance with regulations and standards.This book was written to assist quality technicians, engineers, managers, and others that need to plan, conduct, and monitor validation activities. To that end, the intent of this book is to provide the quality professional working in virtually any industry a quick, convenient, and comprehensive guide to properly conducting process validations that meet regulatory and certification requirements. It provides an introduction and background to the requirements necessary to perform process validations that will comply with regulatory and certification body requirements.

Contents:

Cover

Title page

Copyright

Contents

List of Figures and Tables

Acknowledgement

Introduction

Chapter 1: Customer Experience

1.1 Background

1.2 What is Customer Experience (CX)?

1.2.1 Common CX Misinterpretations

1.2.2 Definition of CX

1.2.3 Types of CX

1.2.4. Common CX Terminologies

1.3 Importance of CX

1.3.1 Effects of Globalization on Organizations

1.3.2 Impact of Digitalization on Customers

1.3.3 CX Business Impact

1.3.3.1 Stock Market Performance

1.3.3.2 Customer Loyalty

1.3.3.3 Competitive Advantage

1.3.3.4 Brand Equity

1.3.3.5 Operating Costs

1.3.3.6 Reputational Risk

1.3 CX Ecosystem

1.4 Be the "Best in Any Class"

Chapter 2: Customer Experience (CX) Lifecycle

2.1. Definition

2.2. Customer Experience (CX) Lifecycle

2.2.1 Need/Want

2.2.2 Solution Exploration

2.2.2.1 B2B Vs B2C Decision-Making Process

2.2.2.2 Emotion

2.2.2.3 Decision Simplicity

2.2.2.4 Customer Service

2.2.3 Solution Evaluation

2.2.4 Purchase Experience

2.2.4.1 Negotiation

2.2.4.2 Quoting, Contract Processing, and Ordering

2.2.4.3 Billing

2.2.5 Provisioning Experience

2.2.5.1 Delivery

2.2.5.2 Installation

2.2.5.3 Documentation

2.2.6 Use Experience

2.2.6.1 Utility

2.2.6.2 Usability

2.2.6.3 Reliability

2.2.6.4 Customer Training

2.2.7 Maintenance Experience

2.2.7.1 Types of Maintenance

2.2.7.2 Support Scenarios

2.2.8 Renew Experience

2.3 Benefits of CX Lifecycle

Chapter 3: Quality Management System

3.1 Importance of QMS and Related Industry Standards

3.2 Business Necessity

3.3 International Standards Organization

3.3.1 Selection of Experts

3.4 Quality Management Principles

3.4.1 QMP 1: Customer Focus

3.4.2 QMP 2: Leadership

3.4.3 QMP 3: Engagement of People

3.4.4 QMP 4: Process Approach.

3.4.5 QMP 5: Improvement

3.4.6 QMP 6: Evidence-Based Decision Making

3.4.7 QMP 7: Relationship Management

3.5 Overview of QMS Standards

3.5.1 ISO 9000

3.5.2 ISO 9001

3.5.3 ISO 9004

3.6 Management Systems

3.6.1 Environment System

3.6.2 Quality Management System

3.6.3 Knowledge Management System

3.6.4 Human Resource Management

3.6.5 Document Management System

3.7 Integration of Management Systems Standards and QMS

3.8 Related Industry Standards

Chapter 4: QMS and CX Interlock

4.1 Purpose of Intersection

4.2 Damage from Silo Mentality

4.3 Breaking the Silo Barrier

4.4 The Interconnections

4.5 Quality and CX

4.6 The Strategy to Use ISO 9001 QMS in Addressing CX

4.6.1 Need/Want

4.6.2 Solution Exploration/ Evaluation

4.6.3 Purchase Experience

4.6.4 Provisioning Experience

4.6.5 Use Experience &amp

Maintenance Experience

4.6.6 Renew Experience

4.7 ISO 9001:2015 High-Level Summary of Requirements

4.7.1 Clause 4.0 Context of the Organization

4.7.2 Clause 5.0 Leadership

4.7.3 Clause 6.0 Planning

4.7.4 Clause 7.0 Support

4.7.5 Clause 8.0 Operations

4.7.6 Clause 9.0 Performance Evaluation

4.7.7 Clause 10.0 Improvement

Chapter 5: Optimization of CX

5.1 Starting CX: Cross-Functional Barriers

5.1.1 Customer Experience Priority

5.1.2 Intended Outcome

5.1.3 Strategy

5.1.4 Execution Plan

5.1.5 Cross-Functional Team

5.1.6 Feedback Loop

5.1.6.1 Satisfaction Survey

5.1.6.2 Live interviews

5.1.6.3 Focus Groups

5.1.6.4 Customer Support Cases

5.1.6.5 Customer-Facing Employees

5.1.7 Future Trends

5.1.8 CX Key Performance Indicators

5.1.8.1 Main CX Metrics

5.2 Operating CX: Main Elements

5.2.1 Innovation

5.2.2 Role of Leaders

5.2.3 Support

5.2.4 Customer Knowledge

5.2.5 Knowledge Management.

5.2.6 Change Management

5.2.6.1 Change Management Discipline

5.2.6.2 Implementing Change Management

5.2.6.3 Change Management Resistance

5.2.6.4 Change Management in an Operational Environment

5.2.7 People Empowerment

5.2.8 Risks

5.2.8.1 Implementing Risk Management

5.2.8.2 Risk Assessment

5.2.8.3 Risk Mitigation

5.2.8.4 Risk Management in an Operational Environment

5.2.8.5 Root Cause Analysis

5.3 Maintaining CX Sustainability

Chapter 6: Transformation of Your Existing QMS into CX Centric Model

6.1 Establishment of a Governing Body

6.1.1 Case Study: Governance in Action

6.1.2 Benefits

6.1.3 Frameworks

6.1.4 Incident Management

6.1.5 Configuration Management

6.2 Areas of Focus

6.3 Formation of Cross-Functional Teams

6.3.1 Gap Analysis of Focus Areas

6.4 Bridging the Gaps into Existing QMS

6.4.1 Process Discipline

6.4.2 Training

6.4.3 Tools

6.4.4 Communications

6.5 On-Going Trend Monitoring

6.6 Improving Customer Experience through Intentional Design

Appendix A

Case #1 How to Meet or Exceed Customer Expectations for International Customers

Case #2: How to Meet or Exceed Customer Expectations for Hardware Reliability

Index.

Notes:

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9781953079688

1953079687

9781953079671

1953079679