Service quality enhancement ( Enabling infrastructure ( three-tier…
Service quality enhancement
three-tier enabling infrastructure was set up namely a Steering Committee consisting of top management to lead the project
a Working Party of senior managers to provide management support
six Quality Improvement Teams (QITs) at operational level to identify issues and develop solutions
Findings and recommendations
The QITs presented the findings and recommendations to the Steering Group in October 1994
Staff participated in the process were later deployed to implement the recommendations.
The changes were well received by staff and there was a strong desire to execute the changes.
customer satisfaction survey
These surveys should be conducted frequently so that the company gets to know which are the key places where their product is lagging behind,
The customer satisfaction level survey helps quality inspection and audit, etc., are carried out to analyze our service quality.
Workflow analysis, formal and informal interviews at all levels
departmental-wide staff survey should be conducted.
The department kept staff informed of the progress of the project and provided them with channels for feedback throughout the implementation.
Service quality training was provided to all members of the Steering Committee, Working Group and QITs
The QIT members worked on the project to generate suggestions on service quality improvement while the team leaders were engaged in drawing up implementation plans.
The Working Group provided management support throughout the exercise.