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Module 21 and 22

The document outlines the planning, managing, and assessing of a service delivery system, emphasizing the importance of quality management as advocated by Joseph Juran. It details phases of service delivery including planning, monitoring, and assessing, along with techniques like blueprinting and simulations for effective service delivery. The focus is on meeting customer needs through well-trained staff and continuous quality improvement.

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froilan copiling
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15 views20 pages

Module 21 and 22

The document outlines the planning, managing, and assessing of a service delivery system, emphasizing the importance of quality management as advocated by Joseph Juran. It details phases of service delivery including planning, monitoring, and assessing, along with techniques like blueprinting and simulations for effective service delivery. The focus is on meeting customer needs through well-trained staff and continuous quality improvement.

Uploaded by

froilan copiling
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Planning, Managing and Assessing the

Delivery System
Planning the
Service
Service
Delivery Product
System Service
includes all
aspects of Setting
service Service
experience:
Delivery 2
it specifies
requirements that
should be fulfilled by a
service to establish its
fitness
Whatfor purpose.
is the service
standard? 3
To have a smooth work process,
these are some of the things to be
considered:
• Developing a service product that
meets guests’ needs.
• Well-trained staff, motivated and
enthusiastic employees.
How does the service
standard? 4
Joseph
Moses Juran
Father Of Quality Control

• He advocated for
quality and quality
management and wrote
several books. He
published the Juran
Trilogy in 1986.
Presentation Title 5
Quality planning
- involves identifying customers,
determining their needs, creating a
product or service to meet these
needs, and then developing a system
to deliver the product or service.
management processes of standard
service
6
Quality control
- making sure that the system is
delivering the service in the most
effective way

management processes of standard


service
7
Quality improvement
- involves after-the-fact analysis of the
errors and failures that have contributed
to poor quality and improving the
delivery process to reduce or eliminate
future errors based on that analysis.

management processes of standard


service
8
Phase 1: Planning the Service
Delivery System
- Before guest set up
- Preferred quest experience planning
- certification, accreditation, and
recognition standards of other
agencies

Juran’s trilogy phases in


quality standard service
Presentation Title 9
Phase 2: Monitoring the Service
Experience
- Measure actual performance
- Compare actual performance
with/ SOP
- Act of urgency or differences

Juran’s trilogy phases in


quality standard service
Presentation Title 10
Phase 3: Assessing the Experience
and Improving the System
-evaluate service failures
-correct service errors
-Adjust/improve/develop the system

Juran’s trilogy phases in


quality standard service
Presentation Title 11
Juran’s trilogy of quality standards

Presentation Title 12
Techniques for
Planning the
Service Delivery
System
Presentation Title 13
Planning techniques are
commonly used to develop a
detailed plan for delivering the
guest experience, from a step-by-
step process to providing quality
PLANNING
service.
TECHNIQUES
14
1. Blueprinting

PLANNING
TECHNIQUES
15
2. The Universal
Service Map
• The Line of Guest
Interaction
• The Line of
Visibility
• The Line of Internal
PLANNING
Interactions

TECHNIQUES
16
3. Fishbone
Analysis
Ishikawa diagram is
a cause-and-effect
diagram tracks
down the reasons
for failures.
PLANNING
TECHNIQUES
17
4. PERT/CPM
Program
Evaluation
Review
Technique and
CPM for Critical
Path Method.
PLANNING
TECHNIQUES
18
5. Simulations
-It imitates the real thing
Computerized Simulation is a detailed
simulation of a service delivery system and
provides ways to measure and manipulate the
system to see what might happen under
different assumptions.
PLANNING
TECHNIQUES
19
Presentation Title 20

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