exter 5

1. For the company your team has selected, identify how the 4 dimensions of quality apply to their product or service. What quality systems do they currently have in place? Recommend some new ideas they should consider.  Post your answers on your team blog.

The 4 dimensions of quality apply to Verizon wireless. The first dimension of quality is the quality of design. This has to due with making sure the all of the customers needs are met with all of their new products. When Apple came out with the iphone, it was revolutionary. Verizon started to piece together idea about their new smart phones by asking customers what they liked and didn’t like about the iphone. Customers these days what smart phones that will make life easier for the user. The Droid phone by Verizon has an application called alert. If a phone is stolen, a alarm is sent to the phone. The phone then must be returned to Verizon to get the alarm off. This  dimension is all about the needs of the customers. The second dimension is the quality of conformance. This has to do with meeting a set of standards to make sure the product in question is up to par. Cell phone again are used by Verizon to make sure that there is a quality of conformance. Verizon makes what are referred to now as  there is a quality of conformance. Verizon makes what are referred to now as “dumb” phones , which are relatively inexpensive. These low quality phones still have to pass a certain amount of specifications. The third dimension is known as the  abilities. They are availability, reliability, and maintainability. Availability is the continuity of service to the customer. The Verizon network is only good to customers when it is working. Customer cant use the service if the Verizon network is down or being serviced. Reliability is the length of time a product can be used before it fails or breaks. Now, with cell phones these days, reliability has become a bit of a problem. Some phones last years without any problems. Other phones, even the smart phones, sometimes fail. There are stories on the Verizon blog about customer using up to 4 of 5 phones in 2 years time. Now these aren’t Verizon’s fault, considering they do not make the cell phones, but it does reflect poorly on Verizon. Maintainability is how long it takes to fix the broken product or service. Verizon wants a quick turn around time when their service or phones are down. Cell phones that are not being used and plans that are not being used because they are broke, cost Verizon customers. If a phone cannot be fixed when the customer arrives at the Verizon store, Verizon will order a new phone, free of charge, or the customer can receive a refurbished phone. Verizon also has a hotline that customers can call with any questions about their phones or service. This hotline is open 24 hours a day , 7 days a week, 365 days a year. Field service is the last dimension. This has to do with warranties and repair of the product after it has been sold. Verizon does offer a warranty , as well as the cell phone companies themselves, as long as the damage is considered to be a malfunction in the phone. Phones dropped in water or broken by personal use may or may not be covered , depending on the cell phone carrier. But as stated before, Verizon will do whatever it takes to make sure your cell phone is fixed and up and running.   

   The quality system is very important to a service company like Verizon. Verizon needs to have a good quality system considering that their company is a service company. Verizon has to make sure that each and every customer has an enjoyable experience when dealing with Verizon sale representatives  or customer service agents. Customers are urged to take a survey to let Verizon know how they are doing as a company. For the future, it would in Verizon’s best interest to change some of their quality systems. Have a specific hotline for each company such as Blackberry, Lg, Motorola. Also, have knowledgeable sales and customer service representatives to better assist customers when they have software problems with their phones.   

1. For the company your team has selected, identify how the 4 dimensions of quality apply to their product or service. What quality systems do they currently have in place? Recommend some new ideas they should consider.  Post your answers on your team blog.

The 4 dimensions of quality apply to Verizon wireless. The first dimension of quality is the quality of design. This has to due with making sure the all of the customers needs are met with all of their new products. When Apple came out with the iphone, it was revolutionary. Verizon started to piece together idea about their new smart phones by asking customers what they liked and didn’t like about the iphone. Customers these days what smart phones that will make life easier for the user. The Droid phone by Verizon has an application called alert. If a phone is stolen, a alarm is sent to the phone. The phone then must be returned to Verizon to get the alarm off. This  dimension is all about the needs of the customers. The second dimension is the quality of conformance. This has to do with meeting a set of standards to make sure the product in question is up to par. Cell phone again are used by Verizon to make sure that there is a quality of conformance. Verizon makes what are referred to now as  there is a quality of conformance. Verizon makes what are referred to now as “dumb” phones , which are relatively inexpensive. These low quality phones still have to pass a certain amount of specifications. The third dimension is known as the  abilities. They are availability, reliability, and maintainability. Availability is the continuity of service to the customer. The Verizon network is only good to customers when it is working. Customer cant use the service if the Verizon network is down or being serviced. Reliability is the length of time a product can be used before it fails or breaks. Now, with cell phones these days, reliability has become a bit of a problem. Some phones last years without any problems. Other phones, even the smart phones, sometimes fail. There are stories on the Verizon blog about customer using up to 4 of 5 phones in 2 years time. Now these aren’t Verizon’s fault, considering they do not make the cell phones, but it does reflect poorly on Verizon. Maintainability is how long it takes to fix the broken product or service. Verizon wants a quick turn around time when their service or phones are down. Cell phones that are not being used and plans that are not being used because they are broke, cost Verizon customers. If a phone cannot be fixed when the customer arrives at the Verizon store, Verizon will order a new phone, free of charge, or the customer can receive a refurbished phone. Verizon also has a hotline that customers can call with any questions about their phones or service. This hotline is open 24 hours a day , 7 days a week, 365 days a year. Field service is the last dimension. This has to do with warranties and repair of the product after it has been sold. Verizon does offer a warranty , as well as the cell phone companies themselves, as long as the damage is considered to be a malfunction in the phone. Phones dropped in water or broken by personal use may or may not be covered , depending on the cell phone carrier. But as stated before, Verizon will do whatever it takes to make sure your cell phone is fixed and up and running.   

   The quality system is very important to a service company like Verizon. Verizon needs to have a good quality system considering that their company is a service company. Verizon has to make sure that each and every customer has an enjoyable experience when dealing with Verizon sale representatives  or customer service agents. Customers are urged to take a survey to let Verizon know how they are doing as a company. For the future, it would in Verizon’s best interest to change some of their quality systems. Have a specific hotline for each company such as Blackberry, Lg, Motorola. Also, have knowledgeable sales and customer service representatives to better assist customers when they have software problems with their phones.   

exter 6

2. For the company your team has selected, what quality control methods do they currently use (answer on your blog)? For instance, do they use QC charts? What type of inspection is used? Is continuous improvement used? If so, do they use Pareto analysis or fishbone diagrams? What about Six Sigma practices? Recommend some new ideas they should consider.

Verizon Wireless is known for their quality and immense  coverage area in the United States. Verzion prides themselves on not having ‘dead zones” which s areas where cell phone do not work. Quality control, as to many companies, the very important to Verizon.  After researching the company, we have found that Verizon uses the quality cycle. In this cycle , the customer needs are determined by marketing research or just feedback from the customers.  For many companies, this method makes the most sense because customers tell the companies what they need or want. The slogan for quality control is” Transferring customer stratification into 100% customer loyalty. “ By keeping customers happy, Verizon is ensuring that the customer will keep using Verizon and new customers will come to Verizon.  Verizon also uses what they call QMS which stands for QUALITY  Management Systems.  QMS is a method that Verizon checks weekly to make sure that their customers are 100% happy with their service and accounts. In this QMS system , Verizon also has checks points in this system to guarantee  customer satisfaction. They also have a list of goals that are to be met during every customer http://www.verizonbusiness.com/us/govt/contracts/seaport/vz_qa_program.pdf .

  Inspection is done by using the operator inspection. Since Verizon is a cell phone company, the phones they sell are not made by Verizon. LG, Motorola, Blackberry, HTC, are just some of the brands that they use, Inspection is done at the factory where these phones are made. Verizon receives the  phone that has already been inspected. Even if a cell phone breaks , the customer is told to send the phone back to the company that they bought it from. If a blackberry breaks, Verizon sends the phone to blackberry.  

  Six sigma practices consist of define, measure,analyze,improve,control.  I believe that if Verizon used this method, they could even be more successful.  By using their QMS method . there are some grey areas still. By using the six sigma approach, all the bases are covered. Even by using the Pareto chart, Verizon could benefit greatly from it. The Pareto chart shows the companies problems. By using this method, Verizon could narrow down the problems that they have with their service.