Suppose you had the opportunity to improve quality in a hospital. Which areas of the hospital would you look to as opportunities for quality improvement? What metrics would you use as measures of quality?
Answer to relevant QuestionsSuppose you had to improve service quality in a bank credit card application and approval process. What critical-to-quality characteristics would you identify? How could you go about improving this system? Can an understanding of the multidimensional nature of quality lead to improved product design or better service? Explain the importance of tollgates in the DMAIC process. Consider improving service quality in a restaurant. What are the KPIVs and KPOVs that you should consider? How do these relate to likely customer CTQs? What would motivate a company to compete for the MBNQA?
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