Whitehouse Floors does not have any specific method set in stone for quality control. In other words, they do not use any kind of Quality Control chart. However, they do strongly believe in the stabilization and maintenance of a process to produce a consistent output. Installers are required to perform at their highest level on every job they work on. Quality work and quality products are required for every customer. Because Whitehouse Floors is in the retail segment and service segment, it is difficult to set a particular method in place. It is mainly difficult because each job requires different skills, tools, and time, along with the fact that our services themselves are intangible. Whitehouse Floors generally measures each job to itself. They determine how well a job is going, by comparing it to the standards of that one particular job. They do not compare it to past jobs and this can be seen as a weakness. Whitehouse Floors must realize how helpful measuring their jobs can be to their success and finding out their areas they should most improve on.
Whitehouse Floors LLC always expects the installers to perform at the top of their game. Right now they partake in continuous improvement; however this is a difficult task because they do not have any formal way of measuring their quality. It is known to employees and installers what is expected of them and they have previously been measured by all of the successful jobs they have done. Though this has never really been tallied or formally noted, the installers know they are expected to go through every job so the outcome is a completely over satisfied customer.
Whitehouse Floors definitely needs to develop a way of measuring their quality. This can be done by measuring how many customers are pleased with the service provided of them and how many are not. Whitehouse Floors is always striving to become better and they have previously done this just by evaluating each job on their own. Instead, they need to develop a system in which they can compare each job to the next. This not only will show if the work is improving or depleting, but will overall, help make Whitehouse Floors know where their weaknesses are and therefore, where they need to improve.
Wednesday, March 26, 2008
Wednesday, March 5, 2008
Managing Quality
The four dimensions of quality apply to Whitehouse Floors LLC in many ways. When examining the Quality of Design, Whitehouse Floors tries to truly understand what their customers’ needs and wants are. Customers first want a quality, long lasting floor that will coincide with their every day needs. They also want a floor with a great warranty and that will perform up to their standards. Whitehouse Floors also realized that customers want undivided attention by employees in the store. They want to enter a showroom and not have to wait around for someone to help them. They want immediate attention by someone who is knowledgeable in the field and can advise them on what flooring is best for them.
How well the product Whitehouse Floors is selling or the Quality of Conformance actually meets the Quality of Design is truly what sets Whitehouse Floors apart from its competitors. By understanding what it is customers want and then following through with that, is what makes Whitehouse Floors different. Whitehouse Floors’ showroom only shows good to top quality flooring. They only carry flooring that they believe in. Though they can get you pretty much anything out on the market, their showroom consists of great quality flooring that ranges from affordable and up. All products have at a minimum of a 15 year warranty backed by their manufactures. Whitehouse Floors also understands customers want attention in the showroom. They do not want to wait around or search for someone to help them. They have met this need by having a smaller showroom and a smaller staff. When a customer enters the showroom or calls they are immediately greeted and helped by someone who is trained very well in the flooring industry. They are given opinions, recommendations and an abundance of information regarding any floor they may be interested in.
The “Abilities” are an important aspect of quality to understand. The first being Availability, it is difficult for Whitehouse Floors to actually calculate the percentage of time a product will be available. It is a rare occasion in which a floor is not available once installed. If the flooring fails to meet the customer’s expectations once installed, it is then Whitehouse Floors implements their correctional steps to fixing problems such as this. In most or majority of cases flooring installed by Whitehouse Floors will be available 100% of the time meaning it is a lifetime floor until they want to change the color or type of flooring. We have installed an enormous amount of flooring and very rarely do customers encounter an issue. In terms of Reliability it is kind of the same idea. The length of time a floor can be used before it fails should be infinite. There are concerns however, for example, if Whitehouse Floors were to install wood or a laminate in a customer’s home and then that home floods, the flooring will need to be replaced. Another example would be if the floor was installed improperly, it is then the floor would need to be ripped out and installed again. However, all customers should rely on their flooring as being a lifetime product as long as there are no uncontrollable mishaps or installation problems. The Maintainability or the restoration of the floor once it fails is a different case. Once the floor fails or has issues, there are certain steps Whitehouse Floors must follow. If a wood floor, laminate floor, or carpet is failing or having issues, first Whitehouse Floors must contact the manufacturer to schedule an inspector to come and look at the floors. This will determine whether the floor was installed improperly or if the floor has a defect. Once this is determined, Whitehouse Floors will order new material if necessary and re-install the product as soon as possible. This process should only take one to two weeks all together; this includes an inspector coming out, shipping times and installation of the new floor. Field of service for Whitehouse Floors consist of a one year warranty of our labor and immediate response to any issues, questions or concerns. If replacement is needed then the steps explained in maintainability will be followed. However, in most cases, if the flooring performs perfectly over the first, the customer should have no issues with the installation of the flooring.
Whitehouse Floors should consider faster ways of fixing issues that do occur. They could also look do more research on what their competitors are doing. Price is a large factor in the decision; however, they should look at how their competitors treat customers and learn even further from that and differ themselves further from their competitors by giving customers an .
How well the product Whitehouse Floors is selling or the Quality of Conformance actually meets the Quality of Design is truly what sets Whitehouse Floors apart from its competitors. By understanding what it is customers want and then following through with that, is what makes Whitehouse Floors different. Whitehouse Floors’ showroom only shows good to top quality flooring. They only carry flooring that they believe in. Though they can get you pretty much anything out on the market, their showroom consists of great quality flooring that ranges from affordable and up. All products have at a minimum of a 15 year warranty backed by their manufactures. Whitehouse Floors also understands customers want attention in the showroom. They do not want to wait around or search for someone to help them. They have met this need by having a smaller showroom and a smaller staff. When a customer enters the showroom or calls they are immediately greeted and helped by someone who is trained very well in the flooring industry. They are given opinions, recommendations and an abundance of information regarding any floor they may be interested in.
The “Abilities” are an important aspect of quality to understand. The first being Availability, it is difficult for Whitehouse Floors to actually calculate the percentage of time a product will be available. It is a rare occasion in which a floor is not available once installed. If the flooring fails to meet the customer’s expectations once installed, it is then Whitehouse Floors implements their correctional steps to fixing problems such as this. In most or majority of cases flooring installed by Whitehouse Floors will be available 100% of the time meaning it is a lifetime floor until they want to change the color or type of flooring. We have installed an enormous amount of flooring and very rarely do customers encounter an issue. In terms of Reliability it is kind of the same idea. The length of time a floor can be used before it fails should be infinite. There are concerns however, for example, if Whitehouse Floors were to install wood or a laminate in a customer’s home and then that home floods, the flooring will need to be replaced. Another example would be if the floor was installed improperly, it is then the floor would need to be ripped out and installed again. However, all customers should rely on their flooring as being a lifetime product as long as there are no uncontrollable mishaps or installation problems. The Maintainability or the restoration of the floor once it fails is a different case. Once the floor fails or has issues, there are certain steps Whitehouse Floors must follow. If a wood floor, laminate floor, or carpet is failing or having issues, first Whitehouse Floors must contact the manufacturer to schedule an inspector to come and look at the floors. This will determine whether the floor was installed improperly or if the floor has a defect. Once this is determined, Whitehouse Floors will order new material if necessary and re-install the product as soon as possible. This process should only take one to two weeks all together; this includes an inspector coming out, shipping times and installation of the new floor. Field of service for Whitehouse Floors consist of a one year warranty of our labor and immediate response to any issues, questions or concerns. If replacement is needed then the steps explained in maintainability will be followed. However, in most cases, if the flooring performs perfectly over the first, the customer should have no issues with the installation of the flooring.
Whitehouse Floors should consider faster ways of fixing issues that do occur. They could also look do more research on what their competitors are doing. Price is a large factor in the decision; however, they should look at how their competitors treat customers and learn even further from that and differ themselves further from their competitors by giving customers an .
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