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Improving Service Recovery & Service Quality
Rating: 4.6 out of 5(6 ratings)
374 students

Improving Service Recovery & Service Quality

It is important to keep improving the service quality and prevent customers from going to his competitors.
Created byManagement Study Guide
Last updated 12/2021
English
English [Auto],

What you'll learn

  • Explain What is meant by Service Quality
  • Differentiate between Quality Improvement in Service Industry
  • Explain How to Measure Service Quality
  • Explain How to Sustain Service Quality

Course content

1 section • 16 lectures • 53m total length

  • Introduction-to-Improving-Service-recovering-and-Service-Quality4:28

    Learn how to improve service recovery and service quality by analyzing staff behavior, measuring quality, and applying the PDSA technique to sustain high standards in hospitality.

  • Explain What is meant by Service Quality0:42

    Define service quality as the parameter that determines a service's superiority or inferiority and differentiates a service from competitors. Emphasize superior service quality to stand apart in competitive markets.

  • Differentiate between Quality Improvement in Service Industry2:47

    Compare quality improvement in the service industry with manufacturing, highlighting mass customization opportunities, challenges in defining defects, and using feedback loops to identify root causes and drive service excellence.

  • Explain How to Measure Service Quality0:52

    Learn to measure service quality by implementing metrics aligned with your business model and customer expectations, and put a system in place to set a standard for performance.

  • Explain How to Sustain Service Quality3:20

    Sustain service quality by adopting proactive strategies such as surveys, gap analysis, and staff training, and by preparing a reactive recovery plan to address complaints and improve the service experience.

  • Explain What is meant by Service Quality Management2:07

    Engage in continuous collaborative service quality management by management and employees to improve service quality and customer satisfaction. Focus on experience, reliability, and usage to strengthen long term customer loyalty.

  • Describe the Service Quality Management Process1:57

    Explore the four-phase plan, do, check, act cycle of service quality management and how planning, doing, checking, and acting drive problem analysis, solution implementation, and performance measurement.

  • Explain Strategies for Service Recovery0:13

    Explore strategies for service recovery and strengthen customer retention by learning effective complaint handling and recovery practices.

  • Explain Relation between Service Quality & Customers2:35

    Prioritize internal and external customers, empower employees, and refine service processes to improve service quality and exceed customer expectations.

  • List the Service Quality Parameters7:27

    Identify key service quality parameters across the service, process, and delivery, including waiting time, complaints handling, staff skills, brand image, and reliability, illustrated by Jasmine's improvements at Jasper Communications.

  • Explain Types of Service Quality3:58

    Identify the five types of service quality—expected, proportional (one dimensional), value added, indifferent, and reverse—and their impact on customer satisfaction and service excellence.

  • Explain The PDSA Technique for Service Quality1:18

    Apply the PDSA technique for service quality by planning improvements, executing changes, studying results, and acting on feedback to iterate for continuous service enhancement.

  • Explain Steps of the PDSA Technique4:13

    Learn to apply the PDSA technique—plan, do, steady, act—by designing goals, implementing improvements, monitoring results, and adjusting strategies to enhance service quality and reduce service cycle time.

  • Explain Role of Managers in Service Quality Management2:23

    Managers drive service quality management with planning and training, acting as a bridge between senior management and staff. They gather customer feedback, allocate resources, and promote benefits of quality service.

  • Explain Role of Customers in Service Quality Management7:24

    Explain the role of customers in service quality management and how feedback, employee behavior, and timely responses drive customer satisfaction and loyalty.

  • List the Benefits of Improved Service Quality7:29

    Explore the benefits of improved service quality, including lower costs, higher customer satisfaction, faster service cycles, on-time delivery, easier expansion, and a stronger service culture.

Requirements

  • No prior knowledge is required

Description

‘Service Quality’ refers to a parameter which decides the superiority or inferiority of a service. Service Quality can be defined as an attribute which differentiates a service from its competitors. Service Quality plays an essential role in every service business. Service company marketers need to emphasize on quality of their service brands over quantity to survive the cut-throat competition. Why would a customer come to you if your competitor is also offering the same service? The difference has to be there in service quality. Your service brand needs to be superior for it to stand apart from the rest of the service providers.

There are a few key similarities and differences between quality improvement in the product and service industry:

However, in the service sector, there are some service processes that are highly complex and do not lend themselves to standardization in the same way that a process in the manufacturing sector does. Hence, the challenge for the service companies is to consider which service process can be mass-customized meaning that the service process is the same for all customers and in all conditions and then apply the quality frameworks to achieve process excellence.

However, in the service sector, there are some service processes that are highly complex and do not lend themselves to standardization in the same way that a process in the manufacturing sector does. Hence, the challenge for the service companies is to consider which service process can be mass-customized meaning that the service process is the same for all customers and in all conditions and then apply the quality frameworks to achieve process excellence.

An example of a mass customized process in the service sector company would be the payroll and the billing and accounting processes that lend themselves to standardization. Similarly, in a fast food chain, the service processes lend themselves to a high degree of standardization and hence these can selected for application of the quality frameworks.

The second point to be considered is one of the cardinal principles of quality control: To define what is a defect and how is one going to measure it. In manufacturing industries, it is often easier to spot defects as visual inspection or even advanced quality control processes can often spot defects as they relate to the quality of the product manufactured.

However, in service companies, defining a defect is a challenge as the conflict between service quality as demanded by the customer and the quality of the service as offered by the service provider are two different things. Owing to the perceptual nature of arriving at an understanding of what a defect is, it is often helpful to define the defects in terms of customers lost, customer satisfaction ratings, and service turnaround times.

Who this course is for:

  • Working professionals
  • Those in service sectors
  • Marketing professionals
  • Supervisors and Managers
  • Procurement managers
  • Human Resource Personnel
  • Management Staff
  • Students

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