MANAGING SERVICE QUALITY AND PRODUCTIVITY :
MANAGING SERVICE QUALITY AND PRODUCTIVITY Managing service quality
Companies rated higher on service quality perform better in terms of market share growth
Big gap exists between the expectations of the customers and the level of the service they get Real barriers while matching expected and perceived service levels of customers
CONT……………………………… :
CONT……………………………… Does not understand customer requirements: Misconception barriers arise when companies misunderstand customer expectations
No resources: A company may understand customer expectations but is unwilling to provide resources to meet them
Bad delivery: The company is not able to deliver the expected service
CONT………………………… :
CONT………………………… Management’s will: A management eager to improve quality is able to do it
Exaggerated expectations: Exaggerated promises may become a problem
SERVICE PRODUCTIVITY :
SERVICE PRODUCTIVITY Managing service productivity
Measure of relationship between the various types of inputs that are required to produce the service and the service output
Conflict between improving service productivity and raising service quality
Technology can be used to improve productivity and service quality simultaneously
CONT……………………………. :
CONT……………………………. Customer involvement in production can be increased
Important to balance supply and demand
By smoothing demand or increasing flexibility of supply, both productivity and service quality can be achieved