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US 2006/0224441 A1Published application
Method and system for improving quality in a service industry
OwnerSanjiv Kerkar, Debashis Sarkarinventors
Life of this patent
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Abstract
A system and method for improving quality. In one embodiment, the system includes an electronic device for classifying an organization into one of a plurality of hierarchical quality service levels. Each of the levels has associated attributes that should be satisfied before an organization proceeds to evaluate the next level.
Claims15
A method of improving an organization, said method comprising:
- classifying an organization into at least one of a plurality of levels in a hierarchy ranging from lower to higher, wherein said classifying includes measuring the organization against a plurality of attributes at each level,
- applying one or more of known quality methodologies at each level wherein:
- for at least one lower level, the methodologies selected, aim at achieving desired physical improvements,
- for at least one level that is higher than the lower level, the combination of methodologies selected, additionally aim at process improvements,
- for the highest level, the combination of methodologies selected aim at achieving customer satisfaction and reduction of defects,
- wherein applying comprising determining whether the company meets the attributes of the classified level prior to progressing the company to a higher level.
3 more elements
An apparatus for improving an organization, the apparatus comprising:
- means for classifying an organization into at least one of a plurality of levels in a hierarchy ranging from lower to higher, wherein said classifying includes measuring the organization against a plurality of attributes at each level;
- and
- means for applying one or more of known quality methodologies at each level wherein:
- for at least one lower level, the methodologies selected, aim at achieving desired physical improvements,
- for at least one level that is higher than the lower level, the combination of methodologies selected, additionally aim at process improvements at that level,
- for the highest level, the combination of methodologies selected aim at achieving customer satisfaction and reduction of defects,
- wherein the means for applying determines whether the company meets the attributes of the classified level prior to progressing the company to a higher level.
4 more elements
A program storage device storing instructions that when executed performs the method comprising:
- classifying an organization into at least one of a plurality of levels in a hierarchy ranging from lower to higher, wherein said classifying includes measuring the organization against a plurality of attributes at each level,
- applying one or more of known quality methodologies at each level wherein:
- for at least one lower level, the methodologies selected, aim at achieving desired physical improvements,
- for at least one level that is higher than the lower level, the combination of methodologies selected, additionally aim at process improvements at that level,
- for the highest level, the combination of methodologies selected aim at achieving customer satisfaction and reduction of defects;
- and
- wherein applying comprising determining whether the company meets the attributes of the classified level prior to progressing the company to a higher level.
4 more elements
Dependencies are inferred from the claim text.