Essential Quality Management Tools and After-Sales Service Structure

Seven Essential Quality Management Tools

1. Structure Trees

A diagram used to identify all actions required to achieve a specific goal or project.

2. Cause-and-Effect Diagram (Ishikawa or Fishbone)

A diagram used to organize and represent the causes of a problem. It helps to identify, sort, and display possible causes of an issue.

3. Flowcharts

A graphical representation of the sequence of steps in a process. Each step is represented as a symbol, depicting the nature and flow of the process steps.

4. Data Recording Methods

Involves data collection and analysis necessary to find a solution. This method is typically used in combination with other quality tools.

5. Graphs and Histograms

Graphs are visual representations of data, used for identifying and comparing information. They organize and sort data clearly and accurately in a pictorial format, supporting effective decision-making. Examples include the bar graph, the sector graph, and the line chart.

6. P-Charts (Control Charts)

A statistical tool used to monitor the performance and stability of a process over time.

7. Benchmarking

Benchmarking is a self-improvement tool for organizations. It allows companies to compare themselves with others, identify comparative strengths and weaknesses, and learn how to improve. It is a systematic way of finding and adopting best practices.

Structuring the After-Sales Service Department

Integration and Collaboration

After-sales services can be integrated within the company or outsourced. They must work closely with the customer service department, as both rely on mutual collaboration for overall efficiency.

Key Components of an After-Sales Department

• A. Customer Service

  Functions:

  • Receive and address incidents.
  • Discriminate calls (triage).
  • Manage incidents.

• B. Technical Support Service (Experts and Trained Staff)

  • Assisted self-repair: Help provided over the phone, chat, video conference, etc.
  • On-site repair: An expert performs the repair at the customer’s premises.
  • Repair shop: Repair performed at the supplier’s premises.

• C. Other Departments or Services Involved

  • Transportation: Delivery times and quality of service are essential.
  • Warehouse: Used to store necessary components and parts.
  • Follow-up: Assessing customer satisfaction regarding the solution. This can be performed by after-sales, customer service, or the sales department.

The follow-up process is crucial to assess the quality of the service, detect weak points, and identify new customer needs.

Management Tools for After-Sales Service

1. Customer Database

Must be consistently updated to ensure effectiveness in service delivery.

2. Telemarketing

A quick, efficient, and profitable method for reaching customers.

3. Correspondence

Used to send out materials such as catalogues, magazines, invitations, and samples.

4. Websites and Email

Highly useful for sending communications, gathering suggestions, and addressing customer questions.

5. Personal Visits

While this is the most expensive method, it significantly helps the customer feel valued and prioritized.