Managing Quality

Identifying critical points, deciding on the type of measurement, deciding on the amount of inspection to be used and deciding who should do the inspection are the four dimensions of quality applied to service or products. Our company, JcPenney utilizes all of these to provide superb service. Since the company provides mostly products from clothing to household items to photography services to beauty salon, it uses both the attribute measurement as well as the variable measurement to manage control. Inspections are done on a routinely basis because the company needs to live up to their high standards. These inspections are completely by not just anybody, but highly qualified inspectors before products arrive at their designated locations. Inspections are also done by visual by customer service representatives who are not trained but could see if a product or service is unsatisfactory. Critical points include making sure that the customer is satisfied with the quality of the product or service. In addition to the in-store service, the company needs to ensure that top notch service is provided to customers using online services as well. Without excellent quality, the company can see a decrease in customers.