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Service & Service Quality (Factors affecting development of service…
Service & Service Quality
Service is work done by one person for the benefit of another. Internal or external
Service quality is a measure when the individual providing the service follows good process, engages in an authentic, genuine relationship with customer
Important because business can
fail if focus is only on process & output
5 secrets of quality champions
quality commitment at all levels e.g. training
constantly upgrading "products & processes" e.g. process improvement
business strategies focus on customer value e.g. strategy formulation
management by facts & feedback e.g. measurement, feedback
insight into need of customers e.g. market research
Process improvement tools
Service blueprint - flowchart
Why-why diagram - CE diagram for identifying
cycle of service - IDEA or PDSA
How-how diagram - CE diagram for solving
Moment of truth chart - affinity diagram
Tracking chart - control chart
Customer bug list - brainstorming
Moment of Truth
any episode where customer
comes into contact
with organisation
dictate buying decisions
word-of-mouth advertising
can build or destroy trust & confidence
include relationships not just things
nothing is neutral - positive or
negative impression left
Factors affecting development
of service quality
"i don't want to play" syndrome
methodology battles & factions
program becomes a political football
trivialising with slogans & symbols
bureaucratising the problem
ready-fire aim (no plan or strategy)
poorly cosen tactical leaders
deadly contradictions
splintered executive commitment
premature abandonment
Executive apathy
7 sins of internal service
7 sins of customer service