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Service Quality

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45 views38 pages

Service Quality

Uploaded by

Vijay Patil
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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304 OSCM- Services Operations Management – II

Unit II
Service Quality
Service Quality:

Defining Service Quality, Dimensions of Service Quality, Gaps in Service Quality, Measuring
Service Quality, SERVQUAL. Quality Service by Design, Incorporation of Quality in the Service Package,
Poka-Yoke (Fail- safe), Quality Function Deployment, Walk-Through Audit, Designing a Walk-Through
Audit, The Walk-Through Audit as a Diagnostic Instrument. Cost of Quality, Unconditional Service
Guarantee. Service Recovery, Approaches to Service Recovery, Complaint Handling Policy. Overview of
Numerical on Control Chart for Variables ( X-chart and R-chart), Control Chart for Attributes (p-chart).
Defining Service Quality
SERVQUAL
Quality Service by Design

Quality Service by Design refers to the concept of intentionally designing and implementing services
that meet high standards of quality from the outset. Instead of trying to improve service quality after
the fact, the idea is to incorporate quality into the service from the design phase.

Principles of Quality Service by Design


• Customer Focus: Always prioritize customer needs, expectations, and feedback. Services should be
designed with the customer’s perspective in mind, considering their pain points, desires, and
expectations.
• Consistency: A high-quality service should be repeatable and consistent. The design process should
aim to eliminate variability in service delivery.
• Continuous Improvement: The service design should include mechanisms for continuous feedback
and improvement, ensuring that the service adapts to changing customer needs over time.
• Efficiency and Optimization: Design services to be efficient in terms of time, cost, and resource
use. Efficient services enhance customer satisfaction by delivering value without unnecessary
delays or complications.
Incorporation of Quality in the Service Package

The service package refers to the combination of tangible and intangible elements that make up a
service offering. It encompasses all aspects of the service that a company provides to its customers,
including the core service, supplementary services, delivery process, and the physical or virtual
environment in which the service takes place. The incorporation of quality in the service package is
about ensuring that all components of the service, both front-end and back-end, are designed and
delivered in a way that meets or exceeds customer expectations.

Components of a Service Package


• Core Service: The primary offering or the reason why the customer is engaging with the service.
For instance, in a hotel, the core service is providing a place to stay.
• Supplementary Services: These are additional services that support the core service and enhance
the overall customer experience. For example, free Wi-Fi in a hotel or a concierge service.
• Delivery Process: The manner in which the service is provided, which includes the customer’s
experience of receiving the service (e.g., in-person service, online interactions, self-service).
• Physical Evidence: The tangible elements or cues that customers use to judge the quality of the
service. These include things like the design of the physical environment, brochures, website
interface, or even uniforms worn by employees.
Poka-Yoke (Fail-safe)
Poka-Yoke (Fail-safe)
Quality Function Deployment
Walk-Through Audit

A walk-through audit is a procedural step in an audit where an auditor


traces a transaction or process from start to finish to evaluate a client's
internal controls.

The purpose of a walk-through audit is to:

• Understand the client's business processes and transactions


• Identify potential risks and control deficiencies
• Assess the effectiveness of internal controls
• Verify the accuracy of financial statements
• Determine the extent of testing required
• Identify areas for improvement
Designing a Walk-Through Audit
• To obtain a complete understanding of the walkthrough it is necessary to shed light on
flowcharts as well.

• Next to personal inspection, process documentation is most achieved through the use of
flowcharts.
• A flowchart is a graphical representation of the actual or ideal path followed by any service
or product.

• It provides a visual sequence of the steps in a process, illustrates the relationship between
parts, and identifies what the process does or should do.

• Flowcharts can be created in a variety of ways, from highly informal pencil drawings on
scraps of paper to technically sophisticated computer graphics.

• One effective way to construct a flowchart is to gather all stakeholders in the process
together to identify the steps.
The Walk-Through Audit as a Diagnostic Instrument
A walk-through audit is a diagnostic tool that can be used in a variety of contexts, including
accounting, energy audits, and service quality.

Service quality

• A walk-through audit is a customer-focused survey that evaluates a customer's


experience with a service.

• It involves mapping the customer journey, designing a questionnaire, and administering


it to customers.

• The goal is to gain feedback on various aspects of the customer's experience.


Cost of Quality
Unconditional Service Guarantee
Service Recovery, Approaches to Service
Recovery
Complaint Handling Policy
Complaint Handling Policy
Overview of Numerical on Control Chart for Variables
Overview of Numerical on Control Chart for Variables
Overview of Numerical on Control Chart for Variables

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