Service Quality
Service Quality
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.
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.
• 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