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Week 10 - Designing Quality Service (Ch.8). Service vs. Manufacturing, Customer wants, SERVQUAL, Customer benefits, Globalization, Supply chain in service operations. Topics – (1). Topics – (2). Manufacturing vs. “Service”.

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week 10 designing quality service ch 8

Week 10 - Designing Quality Service (Ch.8)

Service vs. Manufacturing, Customer wants, SERVQUAL, Customer benefits, Globalization, Supply chain in service operations

SJSU Bus. 142 - David Bentley

topics 1
Topics –(1)

SJSU Bus. 142 - David Bentley

topics 2
Topics –(2)

SJSU Bus. 142 - David Bentley

manufacturing vs service
Manufacturing vs. “Service”

SJSU Bus. 142 - David Bentley

employment by economic sector adapted from metters service operations management 2003
Employment by Economic SectorAdapted from: Metters, Service Operations Management, 2003

SJSU Bus. 142 - David Bentley

key differences
Key Differences

SJSU Bus. 142 - David Bentley

quality issue differences
Quality Issue Differences

SJSU Bus. 142 - David Bentley

similarity of quality issues
Similarity of Quality Issues

SJSU Bus. 142 - David Bentley

dimensions of quality service parasuraman zeithamel and berry
Tangibles

Service Reliability

Responsiveness

Assurance

Empathy

What do customers want?

Availability

Professionalism

Timeliness

Completeness

Pleasantness

Dimensions of Quality (Service)(Parasuraman, Zeithamel, and Berry)

SJSU Bus. 142 - David Bentley

servqual
SERVQUAL

SJSU Bus. 142 - David Bentley

servqual survey
SERVQUAL Survey

SJSU Bus. 142 - David Bentley

gap analysis see fig 8 4
Gap Analysis (see Fig. 8-4)
  • The SERVQUAL survey is useful for

gap analysis

Gaps in communication and understanding between the provider employees and the customer have a serious effect on customer perceptions of quality

SJSU Bus. 142 - David Bentley

slide13
Gaps
  • Gap 1: Managementperceptions of customer exceptions and expected service
  • Gap 2: Service quality specifications and managers perceptions of customer expectations
  • Gap 3: Service delivery and service quality expectations
  • Gap 4: Service delivery and externalcommunications to customers
  • GAP 5: Expected service and perceived service
  • Key is to close gaps 1-4 first

SJSU Bus. 142 - David Bentley

map of strengths weaknesses example 8 1
Map of Strengths & Weaknesses (Example 8.1)

SJSU Bus. 142 - David Bentley

designing and improving the services transaction
Designing and improving the services transaction
  • One way to improve perceptions of quality is

… Improve the process of delivery through:

  • Blueprinting
  • Moment of truth concept
  • Poka-yoke

SJSU Bus. 142 - David Bentley

services blueprinting
Services Blueprinting

SJSU Bus. 142 - David Bentley

moments of truth
“Moments of Truth”

SJSU Bus. 142 - David Bentley

poka yoke
Poka-Yoke

SJSU Bus. 142 - David Bentley

poka yoke1
Poka-Yoke

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poka yoke mistake proofing
Poka-Yoke(Mistake-Proofing)
  • Developed by Shigeo Shingo
  • An approach for mistake-proofing processes using automatic devices or methods to avoid simple human or machine error, such as forgetfulness, misunderstanding, errors in identification, lack of experience, absentmindedness, delays,

or malfunctions

SJSU Bus. 142 - David Bentley

slide21
Poka-Yoke Examples (from John Grout’s Poka-Yoke Page)(refer to www.campbell.berry.edu/pokayoke) mod. 09/15/02 DAB

SJSU Bus. 142 - David Bentley

customer benefits package
Customer Benefits Package

SJSU Bus. 142 - David Bentley

customer benefits package1
Customer Benefits Package
  • Objectives
    • Make sure the final CBP attributes you are using are the correct ones
    • Evaluate the relative importance of each attribute in the customers mind
    • Evaluate each attribute in terms of process and service encounter capability
    • Figure out how to best segment the market and position CBPs in each market
    • Avoid CBP duplication and proliferation

SJSU Bus. 142 - David Bentley

the globalization of services
The Globalization of Services

SJSU Bus. 142 - David Bentley

improving customer service in government
Improving Customer Service in Government

SJSU Bus. 142 - David Bentley

change driven by
Change driven by…
  • People want and desire to do good work
  • Quality management is associated with improved employee satisfaction
  • Government leaders are mandating standards, strategic plans and new levels of performance
  • Demand for government services is growing at a faster rate than funding for them
  • Threat of privation in government has led to an improvement in service

SJSU Bus. 142 - David Bentley

quality in health care
Quality in Health Care

SJSU Bus. 142 - David Bentley