Show:
He Says, She Says!
Come and Fill Me In
Hunt's Textbook
100
Who quoted this definition of Quality? : “Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.”
Quality Digest Readers
100
Ensure that we are not only to meet customer expectation but _____________________________
Exceed customer expectations….
100
It is not clear what it is, but it is something good... （不知道具体是什么，总之是好东西…)
5. Transcendent（卓越）
200
Give at least 1 of My Mission for the Team
• Be the best in with what we do, and be a model for other departments in the organization （成为在我们的领域中最优秀的，并且成为企业内其他部门的典范与榜样。） • Make this team the department / place where everyone wants to work （使整个团队充满对工作的热情）
200
Your Role as Quality Officer, you will be involved in: 1)_________________ or 2)_____________ whether our process or services meet or exceed customer expectations
1. Verifying 2. Determining
200
The product is the best combination of price and features. （产品的性价比高)
4. Value-Based（基于价值）
300
Give at least 2 of My Expectations on the Team
Be honest and act with integrity, always do the right thing • Positive attitude and impeccable work ethic • Ownership and accountability is non-negotiable • Be pro-active yet sensible • Information is power, but only if you give it away • Speak or forever hold your peace! COMMUNICATE
300
Your Role as Quality Officer, you will be involved in a process that considers 1)_________________, 2)________________, and 3)________________.
1) Research 2) Development 3) Improvement
300
Fitness for use, meeting customer expectations. （适合使用，达到客户的语气）
1. Customer-Based （基于客户）
400
Give at least 1 of Stellent's Mission
1. To deliver strategic BPO services to our clients that contributes towards achievement of their corporate long term goals and objectives 2. To deliver highly efficient and secure BPO services to our clients that maximizes the return of their investment 3. To establish the best practice for horizontal BPO services in the ecommerce sector 4. To identify, recruit, retain and develop highly effective professionals 5. To establish, cultivate and maintain a working environment that encourages responsible personal and professional growth
400
Goal of Quality Monitoring: ...is for us to be able to 1)_______________the 2)_____________ of both the activity provided by our agents and the service received by our customer.
1. Control 2. Success
400
The product has something that other similar products do not that adds value. (产品有其他同类产品所没有的价值。)
3. Product-Based（基于产品）
500
What is Stellent's Vision?
To be the regional best-loved niche BPO service provider （成为区域内最受欢迎的BPO服务供应商。）
500
Importance of Quality Monitoring: Creating a 1)____________ course of action in the 2)____________________ world of Quality where 3)_______________ will be fundamental.
1. Measurable 2. Process-Driven 3. Accountability
500
Conforming to design, specifications, or requirements. Having no defects. （与实际，规格或要求相一致。无瑕疵。）
2. Manufacturing-Based （基于生产）