Slides from talk at Institute of Management, Nirma University, Ahmadabad on 30 Nov 2013.

1. Lessons From The Trenches
Managing Service Quality Programs
ANSHUMAN TIWARI
VICE PRESIDENT | SENIOR PROCESS CONSULTANT
PROCESS CONSULTING | GLOBAL CHANGE DELIVERY
HSBC TECHNOLOGY AND SERVICES
FELLOW, AMERICAN SOCIETY FOR QUALITY

2. Right to Quality
 You have a right to quality only if you offer quality as
a habit

3. Many faces of Quality
 Traditional quality
 Defect prevention through quality control and problem solving
 Calibration, Process Audits, etc
 Operational Excellence
 Traditional Quality + Productivity
 Business Excellence
 Operational Excellence + Customer Experience

4. Is Service Industry Really Different?
 Customer participates in service delivery
 Requirements and delivery keeps changing - Think
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of having a hair cut
Processes are more streamlined in manufacturing
Measurement is more robust and reliable in
manufacturing
Value add times are significantly less in service
delivery
Organizations are more hierarchy oriented.

5. Quality Manager in Service Industry
 Be a watchdog
 Raise the bar on performance
 Influence without authority

6. Quality Program Management
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 Quality change programs are deployed to bring a
positive change in key operations or quality metrics.
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Enterprise wide Six Sigma programs.
The Malcolm Baldrige Performance Excellence program.
An organization wide complaint management mechanism.
A new vendor development process.
A new quality control sampling method across all divisions.
 Management wants results before they launch
 We like to take our time

7. Leadership Commitment is Over-Rated

8. Working with People
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 Invoke Psychology: Why is this irate stakeholder behaving
this way?
 People come to work to do something useful.
 People just want to be heard and involved
 Have confidence in your coaching ability
 Walking in a dark tunnel – doesn’t matter who’s walking
with you.

9. Walking with Finance
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 Involve finance early – we need each other
 Validate savings from Six Sigma programs
 Generate credibility for change programs – work
with finance – leaders listen to finance folks
 Build positive pressure – deliver at the pace
organization needs, not yours!

10. Quality in the Future
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 How will quality help in making the earth last longer?
 How will quality help the changing demographics of the
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world?
How will quality help the world a safer place?
How will quality help business become more
competitive?
How will quality help leaders be more inspirational?
How will quality help managers be more effective?
How will quality help kids study better and get smarter?

11. thanks
AGSTIWARI@GMAIL.COM
IN.LINKEDIN.COM/IN/ANSHUMAN
ABOUT.ME/AGSTIWARI