BU412 Chapter Notes - Chapter 14: Service Design, Internal Communications, High Standard Manufacturing Company
Document Summary
Improving service quality and productivity can turn a failing business around. Quality focuses on the benefits created for the customer"s side of the equation. Productivity addresses the financial costs incurred by the firm. Quality and productivity improvement strategies must be considered together rather than separately. Service quality is a high standard of performance that consistently meets or exceeds customer expectations. Service quality can be difficult to manage, even when failures are tangible in nature. Empathy easy access, good communications, and customer understanding. Identifying and correcting service quality problems and and what the company is actually able to deliver. The gaps model in service design and delivery. Knowledge gap the difference between what senior management believes customers expct and what customers actually need and expect. Policy gap the difference between management"s understanding of customers" expectations and the service standards they set for service delivery. Delivery gap the difference between service standards and the service delivery team"s actual performance on these standards.
