Setting Up Systems for Service Industries

[Dawn Welsh]

Hello

I am thinking of getting into the consulting field for ISO. I have had a company in my area wanting me to come up to see him about setting up a system. Here's the problem:

I have only worked with ISO in manufacturing settings. I would like some pointers from anyone who has implemented or works with a system in a service based industry.

Thanks in advance.

Dawn

PS This forum seems great!! There is another site I checked out and a lot of times their is vulgarity and ridiculing. Who needs it!!!

 

[energy]

Dawn,
From what I've read several times in forum topics, you just consider your service outputs like manufacturing a product. With a little creativity on your part, it shouldn't be that difficult. We've all seen those cards in Hotel rooms and automobile service centers asking how they performed. "Customer Satisfaction". Complaints are handled through "Corrective Actions" and so on. Go for it and good luck!
energy

 

[David Mullins]

Dawn,
You wouldn't be talking about Conscience and Co at ISO support group by any chance? Always an interesting site. Still used by our departed friend Alan Cotterell. Anyway....

Service Industries: generally much easier than manufacturing - really - so long as your not dealing with engineers!!!

Energy is correct in suggesting you look at what the product is. Basically you look at the overall processes from the potential for work thru to final delivery, feedback, sign-off, or even invoice payment. Break the processes down in to bite size, meaningful chunks, they're your procedures.

I'm not a consultant but I've implemented ISO 9000 in Defense, consulting engineering, ambulance, hotel, sport store, swim centre, computer/IT arena, Education, etc. Many have been multiple site.
I've yet to do a supermarket, bank, construction company or a winery. Pity about the winery - I'll keep trying. I've seen plenty of supermarkets and banks that certainly need it!
So it's really easy to apply ISO 9000 in any industry. You get to be inventive.


I've got plenty of example stuff - any particular service industry/area?

NOTE - These come up and see me some time offers often fizz. Don't put too much effort in to it unless you see they're genuinely interested and committed.


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[Marc]

From an e-mail and my evolving Implementation Guide (See http://Elsmar.com/courses.html ):

> I was just hoping that you could clarify this a little for me. I have no
> experience with service based industries. Do you treat their service as you
> would a product?

Yes. A tire dealership's main product is the installation of tires. But there are other products. If they do alignment, one product would be alignment. BValance tires? What do YOU think???

No different from a company which makes both air valves and electric motors. They have several products. List the specific services you provide and you have a list of your products.

> Their processes, I assume are how they carry out the
> service. This is a tire shop I'm dealing with.

Their processes are many: Taking orders from customers. Installing tires. Balancing tires. Aligning front ends. Placing orders with suppliers. Training employees.

Most tire shops do a lot more now. The place I go does brakes and some other minor repairs and such. These are all processes.

One of the first things you want to do is define what your processes and what your products are. Having said that some companies find it hard to do this - they need a lot of direction.

If you look at the 'model' ISO9K uses your products are the outputs on the right side of the diagram.

 

[Randy]

I helped my former employer get registered to ISO 9002. We were (are) a services contractor ($200 Million) to the US Army. It was difficult at 1st until we realized our true and only product was the delivery of the entire contract and not the piecemeal activities that it takes to deliver it. You have to identify what your true product is just like Marc said and then develope the processes to make that product happen.