15
3
Competence, possession of required
skills and
knowledge to perform the
service
4
Accessibility, approachability
and ease of contact
5
Courtesy; politeness, respect, consideration
and
friendliness of personnel.
6
Communications, keeping customer informed in a
language
they understand
7
Credibility; trustworthiness, believability and
honesty.
8
Security, freedom from danger, risk and doubt
9
Understanding,
know the customer, involves making the effort to understand
their
needs.
10 Tangibles, physical evidence of service
Langkah-langkah penerapan QC (Kaoru Ishikawa)
•
Know the requirements of customers
•
Know what the customer will buy
•
Know the cost
•
Anticipate potential complaints
•
Consider
taking
appropriate
action.
Quality
control
not
accompanied
by
action
is mere advocation.
•
Ideal QC is where control no longer calls
for checking (inspection)
Langkah-langkah untuk
mencapai dan
mempertahankan Quality
yang baik
(Kaoru Ishikawa)
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