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QUALITY IN THE SERVICE (QUALITY IN THE SERVICE: ( The Image of the…

- - - - • Exterior appearance:
      -  Voice, tone and its modulation
      -  The gestures
      -  Clothing
- - - -  In determining the strategy, the following problems must be addressed:
      -  What is the geographical scope in which the project will operate?
      -  What basic strategy should be chosen: cost leadership, differentiation or market gap?
      -  What position in the market (market share) is intended, and how much time is needed to reach the goal?
    - - There are many ways to conceive and define indicators
      -  Input indicators determine if a program has the necessary resources
      -  Process indicators evaluate the way in which program activities are carried out.
      -  Achievement indicators measure the results at the program level.
      -  Outcome indicators measure short-term effects and long-term impacts on the general population.
- - - -  Public target of the company / institution;
      - • going on to be
      -  Potential client
      - • then to the group of
      -  Eventual comparator
      - • and until it becomes
      -  Regular customer "or" user ".
    - - Hard: are specifications that are written in the contract
        
        are specifications that are written in the contract
        
        We understand the properties that must be fulfilled by the product:
        
         Size
        
         Weight
        
         Container
        
         Deadlines
        
         Prices
      - Soft
        
        They are called soft because they are not written in any contract but represent something very valuable in customer satisfaction:
        
         They are determined by the soft features of the product.
        
         They serve to improve the commercial relations with the client.
        
         They serve to increase your loyalty.