Improving service quality

747 views

Published on

Bahan materi kuliah FE UI - Manajemen Bisnis

THANKS TO:
Simplyecho.net
Road-entrepreneur.com
MediaWave.biz
Filleza.com
RendangMia.com

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
747
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
21
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Improving service quality

  1. 1. @ARHAMHARYADI
  2. 2. WHY
  3. 3. http://www.flickr.com/photos/ozlm/4537472965
  4. 4. PRODUKTIVITAS
  5. 5. WHAT
  6. 6. Dimensi Kualitas servicedipengaruhi ini:
  7. 7. THE GAP MODEL
  8. 8. service quality
  9. 9. SOFT
  10. 10. BenchmarkingCustomer Driven Customeroriented cultureKey Objective
  11. 11. HARD
  12. 12. Tools to Analyze andAddress Service Quality Problems
  13. 13. FISHBONE & CHART
  14. 14. RETURN ON INVESTMENT QUALITY
  15. 15. ROQ
  16. 16. Satisfy Target Customers100% Through Service RecoveryService Reliability Optimal Point of Reliability: Cost of Failure = Service Recovery Satisfy Target Customers Through Service Delivery as Planned A B C D Investment Small Cost, Large Cost, Large Improvement Small Improvement Assumption: Customers are equally (or even more) satisfied with the service recovery than with a service
  17. 17. DARI PERSPEKTIF JASAproduktivitas adalah jumlah output yangdihasilkan tergantung dengan jumlahinputnya. Problemnya adalah bidang jasakhususnya information-based sulit diukurtingkat produktivitasnya
  18. 18. DARI PERSPEKTIF JASAefisiensi, efektivitas, danproduktivitas harus dikemukakanketika menakar kualitas jasa.
  19. 19. TIPS! SLIDE @ 2010 BYLOVELOCK & WIRTZ
  20. 20. CarefulMENGONTROL KETAT PENGELUARAN TIPIKAL STRATEGI TYPICAL STRATEGIES
  21. 21. REDUCEWASTEFULTHINGSHindari pemborosan material, gantiYang lebih hemat TIPIKAL STRATEGI TYPICAL STRATEGIES
  22. 22. MATCHINGLEVELSSesuaikan kapasistas produksi dengankemampuan dan angka permintaan TIPIKAL STRATEGI TYPICAL STRATEGIES
  23. 23. TECHNOLOGIESAutomasi proses kerja dengan mesin, jikaSecara teknis Memungkinkan TIPIKAL STRATEGI TYPICAL STRATEGIES
  24. 24. TIMINGMengatur pola “demand” dari market shareSehingga penyedia jasa bisa memaksimalkanproduktivitas dan kualitas Customer-Driven Strategies
  25. 25. INVOLVECUSTOMERSLibatkan konsumen dalam proses transaksi,manfaatkan website untuk mendapat insightdari konsumen Customer-Driven Strategies
  26. 26. THIRDPARTIESLibatkan organisasi luar dengan positioningfully focus misalnya jasa pengantaran barang.Outsource!. Customer-Driven Strategies
  27. 27. NEW TECHREDESIGNGunakan strategi pengurangan biaya denganhati-hati jika mereka tidak didorong olehteknologi baru atau redisain - mereka dapatmengurangi kualitas pelayanan! Customer-Driven Strategies
  28. 28. STUDI KASUS
  29. 29. MEDIAWAVE
  30. 30. DIMENSI SERVICE QUALITY .
  31. 31. MEASURE QUALITY
  32. 32. Hard measure
  33. 33. Hard measure
  34. 34. MEDIAWAVE
  35. 35. ARHAM HARYADISIMPLYECHO.NET@ARHAMHARYADIARHAM@SIMPLYECHO.NET

×