Minimising Quality Gaps In Service Management

Minimising Quality Gaps in Service Management
Identify and discuss the significance and relevance of minimizing Quality Gaps in developing a
positive Service Culture and meeting and exceeding Customer expectations of Good service.
Many customers, independent of industry, have expectations of the service they want to receive. The
rank of their expectations depends on earlier encounters and experience. Providing good service to
your customers is essential to a successful business future. Companies within different industries,
particularly in hospitality are renowned to become tremendously successful by offering excellent
customer service, and thus creating an everlasting image which contributes to the maintaining of
high demand for their goods and services. Quality gaps occur ... Show more content on
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Overstaffing and understaffing is an example of a quality gap from the resources department. A
good example would be a restaurant, on a busy Friday evening with too little waiters. The waiters
would be very stressed and have limited time to actually spend enough time with their customers
and thoroughly understand and provide excellent service to them. On the other hand, overstaffing,
having too much staff in a clothes shop might get annoying to customers if the personnel keep
coming up to ask if they need any help. Therefore a perfect balance of staff must be planned in the
roster according to different factors, such as different weekdays, special occasions and public
holidays. The last type of quality gap comes from the staff themselves, based on their performance.
In order to provide excellent customer service, the staff must make customers feel welcome and
"important". Bad attitude, rudeness or even bad grooming might give customers a poor image about
your business, and therefore create potential for less demand in the future. Staff training and product
knowledge is another area which should be covered carefully in order to avoid probable quality
gaps, or even dangerous situations. A waiter should know the basics of their meals, in case of
customer allergies or intolerance which may result
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Health Services Management Personal Statement
Management as it relates to the health services realm requires a deep understanding of coordinating
the delivery of healthcare. One must be able to utilize frameworks to recognize and develop
solutions to challenges within managing healthcare. My desire to become a health services manager
(HSM) spawns directly from this concept of identifying an issue and being able to present
interventions and approaches to improve the overall quality of life for communities.
Over the past two years I've been able to oversee several individuals as a coordinator at the
nonprofit organization, Santa Cruz Homeless Services Center. Through my work there I was able to
recognize my strengths and weaknesses in health services management. Working for a nonprofit

Service Management : Service Maintenance And Configuration...
3. Service Transition
In Service Transition volume, the focus is on the implementation of the output of the service design
activities and setting up of a production service or modification of an existing service. It guides in
developing and improving capabilities for introducing new services into supporting environments. It
often surrounds the "project" side of IT rather than business as usual (BAU). Topics such as
managing changes to the BAU environment are covered in this volume. The processes covered in
this volume –
Transition Planning and Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Change Evaluation
Knowledge Management
4. Service Operation
It is in operations and focuses on providing best practice for meeting of Service–Level Agreements
both to end–users and customers (where "customers" are referred to individuals who pay for the
service and negotiate the SLAs). It is the part of the lifecycle in which services and values are
actually delivered directly. Also, problem monitoring and balance between service reliability and
cost is taken into considerations. The functions include technical management, application
management, operations management and service desk as well as, responsibilities for staff engaging
in Service Operation. The processes covered in this volume –
Event Management
Incident Management
Request Fulfilment
Problem Management

Facilities Management in the Service Industry
This essay revolves around the critical evaluation of theories relating to management of
accommodations and facilities that can be utilised to help hotels design efficient and effective
processes. The key concepts such as process, efficiency, and effectiveness will be discussed while
justifying the methods of process analysis or design which will be highlighted in this essay. All these
topics will be critically evaluated in order to incorporate the operations management concepts of
quality, in the application of accommodation and facilities to add value and deliver efficient and
effective quality customer–centric services.
Accommodation and facilities management is a complex social system which cannot be explained in
terms of a simple ... Show more content on Helpwriting.net ...
Hence, service quality should be seen as an on–going process (Pallet et al, 2003) and the above QFD
model helps incorporate guests view and take into account the heterogeneity and complexity of the
hospitality experience which was not evident in the previously built models.
At the operations management (OM) level, an output–based model of seven key result areas (KRAs)
for the management of the service delivery system' can be used as the analytical framework, derived
from Lockwood and Jones (1990) cited in Slack et al (2007). The managed KRAs are assets,
employees, capacity (or customers), productivity, service, income (or control), and quality. Within
each area of this model there are a range of alternative operational policies and procedures that
might be adopted to reflect the type of hospitality business, its size, and its technology. For instance,
yield management is an approach to managing capacity in hotels, especially large, chain properties
(Jarvis et al., 1998); quality control is applied largely in quick service restaurants, whereas total
quality management (TQM) has been applied to a few hotels, such as Ritz Carlton.
Quality is not an absolute term. A product can be of high or low standard, yet still be of quality. For
e.g. a small barely furnished guest room, with shared bathroom facilities is a quality product if it is
perceived by the customers as fulfilling their needs for clean and comfortable overnight
accommodation. However, such a

Service Quality And Quality Management Essay
Service quality can be defined as the reflection of service delivery by finding the gap between the
perceived service and expected service. There are 8 dimensions for quality , they are performance,
features, reliability, conformance, durability, service ability, aesthetics, perceived quality and value.
Total quality management depend mainly on quality control tools and previously developed quality
techniques. It's a process of continuous quality improvement which finally results in high quality
products or service for customers. Total quality is the related with customer satisfaction.it includes
the steps plan, do, act, check these steps which combinely known as total quality management.
Servqual model is otherwise called as servqual service quality. Its one of the main component of
high quality service. There are five main common factors for servqual model they are reliability,
assurance, tangibles, empathy and responsiveness. There are seven types of gap in servqual model .
Here am pointing out 5 gaps in servqual model, this model is an extension of parasuraman et al.
(1985). This model is very useful in finding out the quality of service delivery and gaps in service
delivery before and after the service. For example in a hospital setup new Zealand city hospital the
service delivery measured using this model. This is the most common method used in measuring
service.
Gap:1 Customers expectations with management

Services Operations Management
A PROJECT REPORT ON SERVICES OPERATIONS MANAGEMENT special reference to BPO
SECTOR by Gaurav Tyagi 10DM–189 Gaurav Singh 10IB–029 Neha Sinha 10DM–093 Neha
Kaushik 10DM–092 Harsh Shah 10IB–030 Keshav Shenoy 10HR–019 2010–2012 Under the
guidance of Prof. Kunal Ganguly INSTITUTE OF MANAGEMENT TECHNOLOGY
INTRODUCTION Manufacturing, service and agriculture are the major economic activities in any
country. In India, manufacturing and services together constitute nearly 75% of the GDP. Moreover,
in recent years the growth in GDP is primarily due to the growth in these sectors of the economy.
During the last ten years, the share of services in the GDP has grown steadily from about 40% to
about ... Show more content on Helpwriting.net ...
In a complex economy, both infrastructure and distribution services function as intermediaries and
as the channel of distribution to the final consumer. Infrastructure services are a prerequisite for an
economy to become industrialized; therefore, no advanced society can be without these services. In
an industrialized economy, specialized firms can supply business services to manufacturing firms
more cheaply and efficiently than manufacturing firms can supply these services for themselves.
Thus, more and more often we find advertising, consulting, and other business services being
provided for the manufacturing sector by service firms. Except for basic subsistence living, where
individual households are self–sufficient, service activities are absolutely necessary for the economy
to function and to enhance the quality of life. Consider, for example, the importance of a banking
industry to transfer funds and a transportation industry to move food products to areas that cannot
produce them. Moreover, a wide variety of personal services, such as restaurants, lodging, cleaning,
and child care, have been created to move former household functions into the economy.
Government services play a critical role in providing a stable environment for investment and
economic growth. Services such as public education, health care, well maintained roads, safe
drinking water, clean

Risk Management and Service User
Anita Byrne ACV5222
UNIT 504
DEVELOP HEALTH AND SAFETY AND RISK MANAGEMENT POLICIES, PROCEDURES
AND PRACTICES IN HEALTH AND SOCIAL CARE OR CHILDREN AND YOUNG PEOPLE
SETTINGS (M1)
1,1 understand the current legislative frame and organisational health, safety and risk management
policies, procedures and practices that are relevant to health and social care or children and young
peoples setting.
As an organisation that manages health and safety we recognise that the relationship between
controlling risks and general health is at the very centre of the business itself. The starting point for
managing health and safety in the workplace which:
demonstrates the practices commitment to health and safety and sets out ... Show more content on
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When staff discovered this, they informed senior staff who tried to explain why their actions could
not be allowed to carry on as staff who helps the service user make her bed may sustain an injury.
The family could not see that we have a legal requirement to work within the safety of the health
and safety legislation. I did suggest that we highlight a repair/maintenance job for the bed to be
lowered that is safe to use for both the service user and staff.
Also within the workplace before an activity can be undertaken we are required to complete a risk
assessment and any areas where we need to put safety measures in to limit the potential risks then
this must be done before the activity can take place as well as demonstrating that we need to monitor
staff's working practices and review and update the risk assessment at the appropriate times.
In delivering a registered care service all staff must have mandatory health and safety training before
completing any given task whether this be fire safety, food hygiene, manual handling, infection
control, first aid etc. if staff have not received this training then they cannot complete the task, thus
ensuring that all service user's welfare are giving top priority in line with quality and safety
outcomes.
As the acting registered care manager I need to complete regular health and safety

Analysis of Customer Service Management
The experiment uses a hair salon sample survey to gain a deeper understanding of customer service.
A thorough interpretation of the data set separating close and distant relationships provides insight
into the problem of customer dissatisfaction in regards to employer/consumer relationships. The data
is organized into several columns and separated by response. Respondents who are close are
identified as "1", while respondents who are distant are represented with "–1". There are ratings
from one to seven based on the following factors: "consider new", "cut again", "remain loyal",
"recommend", "straightforward", "open", "don't want to know", "wants feedback", "honest",
"truthful", "can't tell", "needs repair", "fix relationship", "guilty", ... Show more content on
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"Expectations" are referenced five times within the case, with comments such as "...I did not expect
this from you" or in regards to acting on expectations such as "...expect a better cut next time.
Otherwise, I will be looking for a new stylists." When customers financially invest in a service and
their needs are not met, they often feel like their payment was wasted. One client states that "I am
paying you to perform a service and I have not received the services I expected." These references to
financial disappointment usually end in a request to speak with a manager, money back, or refusal to
pay. "Pay" and "money" were both mentioned six different times. Relationship plays an important
role in the B2C service industry. How clients relate to employers plays a vital role in the success of
the company. In this experiment, several customers express some type of concern with the emotional
state of the employer as a way to justify or understand the cause of the poor service. For example,
some customers ask, "Are you having a bad day?", if everything is OK, or if there is something
bothering the employer. Clients cite "friendliness" seven times in their comments, indicating a desire
to treat the employer with kindness.

Application Management Services ( Mams )
MACCIUS Application Management Services (MAMS)
MACCIUS defines application management services as a continuum of services encompassing the
full application lifecycle. This begins with development and extends to maintenance, support and
governance, and is applied to all application types, including custom, legacy, package and e–
business systems. The cost to maintain today's information technology landscape continues to
ascend as needs change, and application management specialists at MACCIUS are on hand to assist
in managing and fine–tuning your application portfolio, enabling your business to realize the
greatest value possible.
Maximizing the Efficiency of Your Business
Users expect applications to be delivered and function on an array of platforms, which adds to the
cost and complexity of managing business applications. MACCIUS takes a collaborative approach
with owners and software engineers to execute a personalized solution that anticipates change and
addresses scalability. MACCIUS uses a set of three primary principals to create a successful
partnership with businesses of all sizes that include:
Forming Strategic Partnerships – Continual evaluation and anticipation of needs are vital to a
successful partnership with any enterprise and their application management provider. MACCIUS
works alongside key employees to spotlight innovation opportunities, never losing sight of business
objectives. We deliver technical capabilities across a global platform to ensure we are

Service Line Management
Service Line Management Task 1 In order for a company to continue to grow and expand, it must
have a need for additional services and customer satisfaction. To focus on patient care, one must
engage in property development. There are multiple ways this can be accomplished. To begin, this
writer will focus on the advantages and disadvantages of building, buying, or leasing property to
establish a new orthopedic service line. First, the concept of building a Physical Therapy center
should be considered. As the Chief Financial Officer (CFO) stated in the email, the cost of
construction is $120 per square foot for 5,000 square feet. This would total $600,000 to build on
hospital property. The advantage to this would be that the hospital ... Show more content on
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Although this option is the most costly, other factors have to be considered. In comparison to
building the site, this option is $100,000 more, but saves space on campus. It can be sold if needed,
whereas a newly constructed property on campus could not. The hospital would have to find a use
for the space. In comparison to leasing the building, if the hospital needed to expand or get out of
the lease, that normally does not happen. A contract is normally signed with a lease and the signee is
responsible to uphold the contract. The hospital could be stuck in that situation. By purchasing this
building, the hospital could also be able to start the PT program sooner than expected. The hospital
would not be waiting on construction which could possibly take a long period of time. During the
time the hospital would be waiting for construction to complete, they can be earning revenue by
purchasing the already constructed building and lot. They would have an immediate revenue which
could generate the capital reserve the CFO needs to keep intact. A new service line could greatly
improve the revenue of the hospital. Buying and starting the program sooner is the best option for
the needs of the facility. A PT program by the hospital will also make patients happy. Happy patients
means return customers. Return customers means more revenue. Revenue is what causes a business
to

The Service Sector Management Class
"Interactive, collaborative conversations with customers are essential for gaining critical information
and insight about customers' situations and enable salespeople to offer unique, added–value
solutions for customers' needs." (SELL4, Cengage Learning, 82) Communication skills, to me, is the
main topic within the Service Sector Management class. The reason I believe this is because in order
to build trust, sale, understand the buyer, etc.–you must be able to talk to the customers. Trust–based
sales communication is when you must talk with the customer rather than at them. It is a
collaborative and two–way form of communication that allows buyers and sellers to better
understand the need of situations and working together to create the best responses for resolving the
customer's needs. Trust–based communication is the sharing of importance between buying and
selling individuals that result from the interactive process of exchanging information and ideas. With
this emphasis on establishing understanding, communication is essential throughout each stage of
the selling process. Effective communication skills are needed to classify buying needs and to
demonstrate to buyers how a salesperson's planned solution can satisfy those needs better than
competitors. The critical capabilities for effective selling include questioning, listening, giving
information, nonverbal communication, and written communication skills. Although each of these
skills are needed in everyday life, they

Background Information On RWE IT Governance, Service...
Background Information on RWE IT GmbH Mission / Strategy RWE IT supports the Group strategy
to achieve more value and more growth. The RWE IT strategy thus consists of three pillars (a)
supporting the business with professional and reliable services; (b) implementing synergies and
continually optimising costs and (c) value proposition focussed on customer benefits (RWE IT,
2014). Organisation RWE IT GmbH an internationally operating It company and is structured in the
three core functions IT Governance, Service Management and Service Delivery. The divisions
accounting & administration, controlling and HR (human resources) are support functions within the
IT organisation and are interlinked with the service delivery departments. The IT Governance is
responsible for developing a Group IT strategy, defining IT standards, planning and controlling the
Group's IT budget. The Service Management is providing IT solutions as well as contractual
negotiations and concluding contracts. It is not promoting services as the internal customers are
obligated to assign RWE IT to provide IT services. The Service Delivery is responsible to fulfil the
customer needs in a cost–efficient way. This division implements IT projects and operates IT
solutions with a defined level of quality. Within the Service Delivery the IT consultancy department
is providing services for project management, business process implementation, support services
and development. The organisational entity Infrastructure is the internal supplier for hardware,
network services and IT security services. Challenges ... Show more content on Helpwriting.net ...
Within RWE IT a cost saving program has been initiated and is intended to cut IT costs for the
Group by a further € 100 million by

Critique Of Service Management Essay
Conduct a critique of the following service management ideas, theories and techniques, specifically
with reference to purpose, application and limitations and with regard to how these service
management ideas, theories and techniques might contribute to the development of a business.
Customer segmentation
Study the market, its structure, identify attitudes and behaviours of consumers, this is the first step
of marketing. Among the range of behaviours and characteristics of potential buyers, it is necessary
to identify homogeneous groups or segments of customers, assess their importance and possible
development.
It should also define a relevant market: local, regional, national, international ... ... Show more
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For some companies, they will make themselves known through advertising. For others, a network
of personalities will surround it, for example.
To undertake effective communication, provide a very positive image of his company and maximise
its business, the creator must necessarily proceed in stages. The company cannot communicate
anything to anyone. She must first identify the targets, investors, customers, suppliers, and assign
levels of importance.
The customer is the strength of a company. She must focus all its means to target service concept.
The customer service allows companies to retain their customers advantageously distinguished from
each other.
The customer service is the ability of skilled employees, to provide products and services to their
internal or external customers, to satisfy their needs, apparent or not, to enjoy an advertisement by
word of mouth that will bring positive new buyers.
For many companies, customer service is summarised in the following activities: responding to
customer questions, receives commands, resolve disagreements about billing and handle claims. The
service can be made directly at the customer's house, at the supplier or through the media
(telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the
importance that companies attach to customer service.
The client is in contact with staff but not only

Financial Management Advisory Services ( Fmas )
Financial Management Advisory Services (FMAS), KPMG
The Financial Management Advisory Services is a sub–division of the Management Consulting unit
under the Advisory services offered by KPMG. It's based on the ideology that when the finance
function is aligned to the business strategy, and provides financial analysis and insight to support
corporate decision making, it would serve the organisation, the CEO and the CFO 's agenda to the
utmost level. Aimed at helping to enhance finance function 's performance and increase its value to
the business, the FMAS team at KPMG provides a range of financial management services under
the three service networks –
Finance strategy & transformation
Effective decision support
Efficient finance operations
Finance Strategy and Transformation
Finance Strategy and Transformation helps the clients in defining the role of finance to drive the
strategic business imperatives. It assists the CFO to clearly articulate his Finance vision and strategy,
analyse the performance of the finance function, and develop a future state operating model that is
fit for purpose. This involves an across–the–board review of the finance function, matching
performance to business requirements and diagnosing areas for improvement across the finance
landscape.
It comprises of the following offerings:
Finance transformation
KPMG offers an integrated & holistic approach for finance transformation; addressing elements of
the operating model, people, process,

Im/It Service Management
Introduction Only the most progressive organizations are adopting best practices in IM/IT service
management, while many IM/IT departments continue to rely on informal, "seat of the pants, "
error–prone processes. This leads to reactive "fire fighting" operating norms within IM/IT
departments, when formal, proactive approaches would be more effective. Recent studies suggest
that one of the most accurate indicators of IM/IT departmental effectiveness in delivering quality
services is the percentage of unplanned work in which the departments is engaged (Glandon,
Smaltz, and Slovensky, 2008, p. 170).
Why does unplanned IM/IT work increase costs? Glandon et al. (2008) describes unplanned work as
any activity in the IM/IT organization ... Show more content on Helpwriting.net ...
176). Incident management on the other hand, is the process by which "troubled calls" or incidents
are managed to resolution. The goal of incident management is "to restore normal service operation
as quickly as possible with minimum disruption to the business, thus ensuring that the best
achievable levels of availability and service are maintained." In most organizations with a central
service desk function, all incidents are channeled through the service desk. Typically, central IM/IT
service desks are organized to provide three levels of support. These levels of support include first–
level support services, second–level support services, and third–level support services (Glandon et
al., 2008, p. 179–180). Process management is the process by which recurring incidents are
analyzed to determine and provide permanent solutions for root causes. The goal of problem is "to
minimize the adverse effect on the business of incidents and problems caused by errors in the
infrastructure and to proactively prevent the occurrence of incidents, problems, and errors. Problem
management is focused on determining the underlying root cause of incidents (Glandon et al., 2008,
p. 182–183). Change management is the process by which changes are introduced into the
computing environment of an organization. To effectively administer needed changes to the IM/IT
infrastructure, organizations generally have in place a change review or committee or change
advisory

Human Resource Management : The Florida Department Of...
The Florida Department of Management Services also known as DMS is an organization that is
responsible for human resource management, retirement and health benefits, real–estate
development and management, specialized services, and telecommunications, and several other
entities for the State of Florida.The Florida Department of Management Services is an business
sector of the government of State of Florida and it provides services for more than 1 million patrons
including the state agencies, state employees, state retirees, universities,community colleges, and
local governments and their retirees. It also provides workforce and business operational
reinforcement to Florida state government.
DMS needs a security procedure in order to ... Show more content on Helpwriting.net ...
This type of network is designed to provides a secure, encrypted tunnel in which to transmit the data
between the remote user and the company network" (Beal). VPN uses encryption to provide data
confidentiality. Virtual Private Networks makes use of encryption and special protocols to provide
extra security.
Packets are passed over a public network in a way that is indecipherable without proper decryption
keys, therefore ensuring that data is not revealed or changed in any technique throughout
transmission. Virtual Private Networks can additionally can provide a data trustworthiness check.
This will typically be performed using a message digest to confirm that the data has not been
adjusted during the transmission. By default, virtual private networks do not provide or force a
strong client authentication. Clients can enter a east username and password to secure access to an
internal private network from home or via other insecure networks.
The system was armed with a firewall to hinder unauthorized access, by analysing and directing the
incoming and outgoing data network traffic, it is a software or hardware–based network security but
it blocked all of the network traffic, slowing down and causing a great hassle. DMV had intended to
begin performing e–commerce and this would have needed to take extra care involving security.
Internet Protocol also known as IP security refers to security mechanisms

Quality Management : Dimensions Of Quality And Service
Section2: Quality management
Dimensions of quality /service
There are five dimensions of all customer care about–
The service provider should know what customers care about internal or external. Service quality is
a good estimate. Price and to a minor degree quality also count. But for service providers, customers
care more about service quality.
If service provider get these dimensions right, customers will hand over the keys to their loyalty,
because they will have received service excellence.
TANGIBLES
The quality of tangible service aspect define to the look of the physical environment and facilities,
equipment, employees and the way of talking. In other words, the tangible aspect is about creating
first impressions and provide services . Airlines should need to provide all our customers to get a
unique positive and never forgetting primary good impression, this would make them more likely to
return in the future. We respect freedom of association and unions are a very important part of our
workforces. At least 70% of our employees are covered by 37 collective employment agreements.
RELIABILITY
We want safety to be a shared value and want to be the safest and healthiest workplace in New
Zealand. We also want to exceed the minimum requirements of proposed new health and safety
legislation. In May 2015 our Wellington cargo team celebrated 10 years of 'Destination Zero Harm',
an achievement that reflects the team's commitment to keeping their colleagues safe. The

Human Service Management Style Analysis
Comparing both the Leadership Style Indicator and the Human Service Management Competencies
360 Assessment, I noticed similarities in one area. The Leadership Style Indicator stated that I am
considerate, encouraging, patient and supportive. While the Human Service Management
assessment indicated that, I inspire confidence in others, both internally and externally. I believe this
falls in line with my own philosophy about treating others the way you want to be treated. I believe
it also falls in line with the strength–based approach, my organization believes in and I've embraced.
According to the Human Services Management Assessment and Leadership Style Indicator, there
was one area of need that I need to improve upon. My supervisor rated ... Show more content on
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The MLQ indicated that my leadership style is that of a Transformational Leader. A
Transformational Leader likes to motivate and develop others. This type of leader inspires and
empowers others to succeed. A Transformation Leader is concerned with emotions, values, ethics
standards and long–term goals. According to Northouse (2016), transformational leadership is a
process that often incorporates charismatic and visionary leadership. I find that this leadership style
fits my values as a lead worker. I enjoy training and teaching new workers how to complete a task
and I like exploring with them the reasons why we need to follow a policy or procedure. I also like
passing along my experiences to new workers in order for them to learn from my success and my
failures. As a lead worker, I like to discuss with worker what the agency's ethical standards and
about seeking advice from their supervisor or management if their personal ethics conflict with their
work. Some of my co–workers see me as charismatic because people will listen to me, take my
advice and trust me in the way I approach situations at

Services Operations Management
A PROJECT REPORT ON
SERVICES OPERATIONS MANAGEMENT special reference to
BPO SECTOR
by
Gaurav Tyagi 10DM–189
Gaurav Singh 10IB–029
Neha Sinha 10DM–093
Neha Kaushik 10DM–092
Harsh Shah 10IB–030
Keshav Shenoy 10HR–019 2010–2012
Under the guidance of
Prof. Kunal Ganguly
INSTITUTE OF MANAGEMENT TECHNOLOGY
INTRODUCTION
Manufacturing, service and agriculture are the major economic activities in any country. In India,
manufacturing and services together constitute nearly 75% of the GDP. Moreover, in recent years
the growth in GDP is primarily due to the growth in these sectors of the economy. During the last
ten years, the share of services in the GDP has grown steadily from about 40% to about 51%. The
Union ... Show more content on Helpwriting.net ...
Function
A customer service strategy not only discusses what you do with customer feedback but how you
will obtain their opinions. Some companies employ surveys, while others feel speaking to clients
one on one may be more effective.
STEPS FOR DEVELOPING A SERVICE STRATEGY
Client focus is almost like a buzz phrase these days. How often do we leave a business
establishment and think, "Wow, that was just incredible customer service!"? Or, how often do we
make a call to the customer service hotline and get off the phone thinking, "I feel I've been treated
like a king!"? Chances are, not very often. If the companies not providing "WOW" customer
service, then they are just providing service and that doesn't set them apart from the competition.
One of the best ways to evolve a culture to one with customer service engrained in it is to implement
a client–focused strategy that unites company team to achieve the goal. This is a shift that is going to
take time; however, if they start with the basics and create a customer–focused infrastructure, they

on their way to setting themselves apart from the competition.
Step 1: Identification of key programs, products, and services. This isn't about getting out a
company brochure and saying "this is what we do." It is far more in–depth: Review the output of
your work and who receives, uses or benefits from it. What you'll start to build is your value
proposition. Anyone can sell hardware

Service Operations Management
J. Service Science & Management, 2009, 2: 255–264 doi:10.4236/jssm.2009.24030 Published
Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass
Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism
school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration,
Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April
17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key
issues on system decoupling in service operations of mass customization by conducting a case study
in catering services. It firstly justifies the effectiveness of applying concept of mass ... Show more
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According to the customer contact approach proposed by Chase and Tansik [1,6,7], customer
contact activities should be decoupled from non–contact activities to do justice to their different
design requirements and maximize the efficiency of the service delivery system. Consequently,
service organizations consist of a front stage and a back stage. In the back office customer contact is
passive or nonexistent, service processes may be designed with manufacturing–like principles in
mind [6]. The process may take advantage of standardization and automation to enhance the
efficiency and effectiveness of operations. While in the front stage customer contact is high and
active, it brings about unavoidable inefficiencies, and the human relation skills become a dominant
factor in designing the process [6]. Study [8] adds that moving some of the back–stage functions
from developed areas (or even countries) to underdeveloped regions may increase greatly efficiency
because of the reduction in labor costs and taxation. 2.2.2 Decoupling for Speed, Quality and Sales
Opportunities However, back–stage tasks need not only be viewed as tasks where

Description And Description Of Management Services
Introduction and overview to management services. Management services by definition is the
practise of outsourcing the management, consulting and other services to a specialized third party
thereby ensuring smooth operations, effective cost management and allows the company to meet its
needs through professionals who are quipped with experience and specialization in different areas.
Customer service management. Customer relationship management is one of the strongest and most
efficient approaches to creating and maintaining relationships with customers. It ideates strong
personal bonding between people and the development of this type of bonding drives any business
to new levels of success. A strong customer relationship ... Show more content on Helpwriting.net ...
A positive attitude towards each and every customer that walks into our business will always ensure
that a good first impression is imprinted in the mind of the customer and can greatly influence the
overall satisfaction with the services we offer. A friendly greeting while making eye contact with the
customer, striving to make the customer feel important, making every effort to ensure a high quality
service is delivered to every customer are all factors that can build a company up to be a front
runner in the market. It is extremely important for the customer to feel that they and the business
that they bring in to our organization is taken very seriously. It is important for them to see that we
are enthusiastic and passionate about what we do. Positivity in our communications and
acquaintances with the customer ensures that a solid relationship with the customer is built and
always being truthful in those communications paints a good positive image about us and the
organization that we represent in the mind of the customer. Being truthful in answering any
questions a client may have about our services and about the extent of our potential and employing
honest means of marketing and advertising, not trying to oversell the services we offer will boost the
confidence that the customer places in us and will ensure repeat business in future.
Knowledge of effective crisis management skills are of great importance when it comes to handling
complaints and solving issues

Service Audit Report: Uber Service Management
Uber is a global transportation technology company operating in more than 600 cities worldwide. It
is a ridesharing service that can be accessed only though a mobile application. The company claims
to provide the "easiest way" to get anywhere and anytime you want at low–cost (Uber.com, 2017).
Uber is one of the pioneers in the shared economy that has been very successful so far to attract and
retain customers, both drivers and riders, despite protests and legal issues.
The goal of this Service Audit report is to identify how effectively Uber provides services and
servicing. It also aims to analyze any service gaps in the context of the customer experience. A
service audit from the "customer point of view" was conducted to examine this subject. ... Show
more content on Helpwriting.net ...
However, it did also reveal some minor service gaps in terms of perceived values and delivered
values, which are thoroughly discussed in the recommendations and action plan section of this
report. Overall, this report reveals that a human centered approach is what warrants Uber their
success and also offers some simple solutions to problems encountered during the service
experience.
Objective
The objective of Uber Service Audit is a systematic and independent assessment of the outcomes
and approaches of Uber's services and servicing to identify potential service design and delivery
issues and prompt possible improvements. The report will evaluate the effectiveness and efficiencies
of Uber Netherlands, predominantly in Rotterdam city area, based on customer observations, apply
relevant course materials to the assessment and the evaluation of the service encounters and
experiences, and provide service audit analysis conclusions.
Scope
Considering the nature of the course, Uber Service Audit includes only the "view of the customer"
perspective. The group of four students used Uber services for a week in Rotterdam city area,

Management of Human Service Programs
Management of human service programs 1.Develop at least one process evaluation measure and at
least on outcome evaluation measure that you suggest for the Consultation and Education (C&E)
Department at Greenby Community Mental Health Center (Greenby) to display the program's
effetiveness and efficiency. The department is facing the problem of losing funds for their operation.
Accessing the needs for the human service programs is significant in evaluating the success of the
program. It involves determining the problems to be addressed by the program thereby identifying
the ability of the programmers in meeting the needs. The programmers can only consider the
program as effective just after determining the compatibility of the program to the community
problems. Accessing the needs will help the programmers in analyzing and diagnosing any social
needs that relate to the program. The programmers would have to state the actual problem, analyze
the scope of the problem and define the nature of the community needs with the proper target
intervention. The steps followed in needs assessment include the following: performing gap
analysis, prioritizing the activities according to their importance, identification of the causes of
opportunities and performance and the ultimate identification of solution and growth opportunities
(Unrau et al, 2007). Determining the role of the outcome in the evaluation will help in identifying
the effectiveness and the efficiency of the program in the

Service Management : Services Management Marketing
Ted Guiongo Module: Services management marketing
M00498708 Module Number: MKT 3125
Due date: 8/12/2014 Word: Count:
ASSIGNEMENT 1
Service organisations must be in close relationship with their customers nowadays, mainly if they
expect to enhance their service or gain a strategic advantage. Thereby most of firms interact
consistently with the customer in order to perceive precisely what he needs and what he expects by
buying the service. Many service management theories or techniques are applied by these
organisations to obtain the desired outcomes. In this essay I will go through some of them: the
service concept, understanding customer types and SERVQUAL customer perceptions and
expectations. I am going to carry on a ... Show more content on Helpwriting.net ...
The Customer is not really interested in the process or the management of the resources. This
perception might differ depending on the customers or staffs' point of view. o The customer
experience: It's the customer's judgement and answer to their participation and exchange throughout
the service process and its outputs during the steps of their journey. o The services outcomes: The
outcomes that the customer expects of the service process through products, benefits, emotion and
judgments and intentions.
Managers can use the service concept in a strategic goal to determine and communicate the nature of
the business. Indeed several organisations can take control of their service concept and make it
explicit. The service concept could also be used as an alignment tool that associate various
organisational functions with joint aim and standard facing which their action can be checked.
Another way that the service concept can be applied is by developing new service concepts to drive
innovation and provide strategic advantage, as opening up new market or differentiating the
organisation from the competition. By looking carefully at many factors as the market, the different
customer segments or the customers' expectations in those segments, and in the meantime getting a
deep knowledge of the core competencies' operation, will lead managers to gain new and innovative
concepts that would attract customers and provide a considerable competitive edge to the

Effectiveness Of Public Services On Performance Management
Andrews (2014) pulled together considerable amounts of research about performance management
from around the world and came to four conclusions:
1. The effectiveness of public services can be enhanced by the use of performance management.
Leading to, citizens benefitting from a positive impact and improved outcomes.
2. Efficiency savings are not always a direct result of performance management alone, if
organisations want to save budgets they may need alternatives ideas.
3. Ground level performance measures prove most effective, however it is important to look at
learning through comparisons with similar organisations, this allows healthy competition.
4. Where performance indicators widely have public support, such as NHS waiting times, is the area
where performance management proves most effective in delivering improvements. However,
performance management effectiveness may be influenced by several other factors including
leadership and organisational culture.
It is an fascinating time for performance management which is being closely questioned and looked
at by those wanting to understand some of the the key challenges in practice, and how successful
performance management is providing better outcomes for citizens. Outcomes are often defined as–
outcomes for effectiveness (improving how we do things) and outcomes for efficiency (doing things
in a more cost–effective way). (Wolf and Fry 2013). Both of these outcomes are central to the NHS
performance framework.

Service Management
Service Management Introduction It is considered that the most critical thing for a company is to
effectively and efficiently deliver the service to the customers. It does really matter which industry
the organization is operating in, the features of services have be taken very seriously and in addition
to that, customers have to be satisfied in order for the organization to grow. It has been argued by
numerous scholars that the primary need of the customers in the modern business world is to have a
good experience, along with added value to be served to them. It is important to note that regardless
of the capabilities of a product, the organization is not likely to be successful in accordance with its
full potential if the offered ... Show more content on Helpwriting.net ...
The concept of the service is considered to be the mutual understanding between the received nature
of the nature and the provided nature of the service by the organization. In addition to that, it should
also be able to summarize the information regarding the idea of the organization, the experience of
the service, the outcome of the service and the operation of the service as well as the value of the
service which is given below. When a customer goes out and generally considers the things around
while doing routine work, it is likely to be attracted by the experience that it receives with the
service provided by the organization. This is a motivating factor for the customer and is likely to
attract the customer if applied well. In addition to that, it is an important thing to note that under the
examples of a customer going for a walk in the park, its experience of the service would include
services which are fun and lively for all the age groups, there is a variety of attractions, the queues
for the major rides, entertaining and exhilarating, easiness and the time taken to buy the required
ticket. Apart from that, the operation of the service would include a massive car parking area, good
signage to the park, clear map sites, various kinds of queuing procedures, a variety of outlets
containing food as well as the more the attractions and rides, the better the operations of the
services. The experiences as well as the operations of service

Human Service Case Management Essay
Human Service case managers strive to help their clients improve their lives. Case managers help
clients find jobs, education and resources. They also help families in crisis. The first role of case
managers is to help ensure their immediate safety and then make sure the clients basic human needs
are met. Unfortunately, there are many Americans who do not have access to safe, clean water. This
paper addresses how access to clean water is a human service issue and how it affects case
managers.
Introduction
Clean, safe drinking water is a basic human need. Most would say it is a basic human right. One of
the first steps for human service case managers is to ensure their clients' basic human needs are met.
Many people worldwide do ... Show more content on Helpwriting.net ...
This poisoning can affect the general health of a population. Unsafe water can lead to an increase in
health problems, such as cancer. This can cause many case managers focusing on access to health
care and treatments. Many of these health problems will result in end–of–life case management.
Contaminated water can also cause physical and intellectual developmental delays. Children
affected by poisoned water may need case management throughout their lives to help with these
delays. Unsafe or inaccessible drinking water creates a ripple effect through the human services
field. Case managers in all disciplines will be affected by this

Management Of Quality Customer Service
Management of Quality Customer Service
In any business the customer is the most important component. The customer numbers and
frequency determines the company 's profit and loss. The number and frequencies of a customer are
dependent on the quality of goods they get from your business while in the service industry, it is all
about good customer service. Good management of customer service leads to customer loyalty.
The management of good customer service involves the following;
Making the quality the norm
This process entails making sure that the customer service staffs go the whole way to make sure that
they help the customer in the best of their ability.
Honesty and politeness
The virtues politeness and honesty should always be ... Show more content on Helpwriting.net ...
All the efforts done to improve the quality of service provided ranges from the reduction of time
from when the customer comes in the Centre to the moment he or she leaves.
Another important aspect is how the customer is handled at each step of the whole procedure. For
example, from registration, the customer is given a personal assistant who, depending on his
condition, will push him in a wheelchair or guide him to the diagnostic room. This is a value adding
tactic in that it saves a lot in the time taken from one stage to another and also makes the patient the
most vital part of the whole process. This action creates a good rapport between the patient and the
staff, especially the customer service staff.
Follow–ups
Another important whether the customer service staffs always do a follow up on the patient,
regardless of their conditions. These shows the Centre 's sincere concern and overall well wish to the
customer. The customer service–people do this by making phone calls, sending text messages
reminding the patients about their appointments, and when to visit for checkups.
Setting Up Achievable Goals
In the medical Centre, customer service serves as a department which has set its goals. These goals
are set not to act as a mode of punishment and to motivate the customer service staff. As each

member strives at their level best to serve every customer, they act to the best of their ability,
increase the value of quality offered, and

A Contract For Knowledge Management Services
Context
Background and Objectives
This was a contract for knowledge management services proposed by a consulting company to the
client, Train Monitoring System (TMS). The objectives of the contract were: The Role of the
Contract
First, the contract states scope of the services delivered by consulting company and the terms and
conditions in agreement in order to avoid any types of misunderstanding (Swaab, 2014). Second, the
contract can put restrictions on the behaviors of both parties as it is legally enforceable. Third, the
contract defines the rights, limits and obligations for both parties and these can be used as evidence
in dispute. It protects both consulting company and TMS and minimizes their business risks.
Structure
The ... Show more content on Helpwriting.net ...
To outline required client input and cost for each stage.
Deliverables and Acceptance
The deliverables section is to outline the outcomes that contractor should provide to obtain payment
(University of Newcastle, n.d.). The current section only listed report as the only deliverable and
lack of details. The presentation and workshop were omitted. The current section also omitted
acceptance criteria, which is essential to define breach and poor performance and to provide
evidence for withholding of payment, even penalty. Recommendations are:
To specify the title, contents, pages, format, due date and price for report, presentation and
workshop.
To clearly identify the acceptance criteria regarding quality and time of deliverables.
To describe when breaching, withholding payment and penalty will be applied.
Client Inputs
Client input is to help clients to understand the requirement for consultancy to complete the work.
The current client inputs were neither specific nor sufficient for conducting the project.
Recommendations are:
To specify all inputs TMS should provide, including location, office, facilities, materials and
documentation.
To outline the time and requirement for each listed items.
To specify which stakeholders will be notified.
To specify personnel in TMS engaged in this project.
Key Personnel
For consulting services, the skills, qualifications or experience of key personnel determine the
quality of deliverables (Australian

Public Safety Management At Public Service
Public Safety Leadership
Unit 8 Assignment 1
Ann–Marie Cameron
Capella University
Dr. O'Connor
June 7, 2015
Introduction
In today's world a leader in any position must lead, but a leader in the public safety field must be
capable of managing, as well as being able to understand and identify a crisis. Within the public
safety arena having this type of leadership skills have become progressively necessary as global
disasters and other crisis has been on the rise in the past decade. Nonetheless, leaders that tackle the
crisis leadership concept sometimes tends to mainly focus on how crisis organization is perceived
verses focus on the associations which is more of a tactical way of leadership.
The purpose of this study is to ... Show more content on Helpwriting.net ...
We also hope that the research will define how often we should conduct this type of research since it
is so rarely conduct, this way we will be able to have more of a statistical overview of this research.
Literature Review
For this research literature review we opted to set our context of this research that will concentrate
on two questions which are: 1) Crisis leadership, and 2) leadership issues that might occur during a
crisis and the organizations differentiating goals.
Understanding the meaning of Crisis leadership Before we move on with our research we need to
define what crisis leader should do. Well, James and Wooten (2005), states that a crisis leader should
always be "scanning the environment" to detect signals of crisis. Therefore, once a leader has
detected a crisis, then the leader should implement steps that should include: containment and
damage control for their communities' safety; prevention and preparation; learning from past events;
and recovery. There are some leaders that believe that not all public safety leaders have learned their
lesson from other analyzation or research studies on crisis. Thereby, crisis leadership "requires that
decision to be made quickly to limit damage to the community, employees, stakeholders, and
organization" ("Crisis Management", n.d.). So, if we cannot prevent this type of poor

Service Management
Introduction
The service industry interacts with our lives on a daily basis. Services can be defined as deeds,
processes and performances. When considering the differences between products and services,
intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often
used (McColl–Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1)
intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam, Burton,
Armstrong 2006). To deliver a quality service, managers also pay attention to the importance of
tangibles that support service delivery as well as service delivery blueprinting. Managers must also
accept that service failures occur and be able to ... Show more content on Helpwriting.net ...
The gap between expected and perceived service is a measure of service quality. Fitzsimmons &
Fitzsimmons (2001) stated that measuring this gap through the customer feedback process is
standard practice for leading service companies.
The gaps model is one framework that can help the service organisation maintain service quality
(Zeithaml & Bitner 1996, cited McColl–Kennedy & Kiel 2000). The core concept of this model is
the fifth 'customer gap'. The key to success in the management of service quality is to eliminate the
customer gap. In order to do this the organisation must firstly eliminate four prior organisational
gaps; (1) not knowing what customers expect (2) Not selecting the right service designs and
standards (3) Not delivering to service standards (4) not matching service to promises made.
McColl–Kennedy & Kiel (2000) propose that if gaps one to four can be kept closed, then the fifth
gap, which is the customer gap, can be bridged.
The following case study has been used to explain how the gaps model can be applied. In the
context of the case study the passenger is considered a 'personalising' customer. The passenger
expected personalised customer service, recognition and satisfaction in the airline business class
service that was chosen. The passenger booked a return flight to Hong Kong on Qantas Airways
flying their new

Performance Management For The Senior Management Service...
1 INTRODUCTION
The essay will critically discuss the objectives and the constraints of performance management for
the Senior Management Service (SMS) in the South African Public service. This essay will begin
with a brief definition of the following concept performance management, performance appraisal
and Senior Management Service (SMS). Secondly, the essay will discuss the performance process
and the performance system. Thirdly, it will discuss three elements of performance management:
performance appraisal, performance monitoring and performance planning. Fourthly, the essay will
provide discuss the objectives of performance management for the SMS in the South African Public
service. Thereafter, the essay will discuss the challengers of performance management for SMS in
the South African Public sector.
2 DEFINITION OF CONCEPTS
2.1 Performance Management
According to ( :285)...performance management is defined as the 'Performance management is the
process of identifying, measuring, managing, and developing the perfor¬mance of the human
resources in an organization'
2.2
3 EXPLAINATION OF PERFORMANCE MANAGEMENT
4 THREE ELEMENTS OF PERFORMANCE MANAGEMENT
4.1 Performance appraisal
Erasmus, Swanepoel, Schenk, van der Westhuizen and Wessels (2005: 268,269) state that
performance appraisal is a formal and systematic process which the job–relevant strength and
weaknesses of employees are identified, observed, measured, recorded and developed. The
performance appraisal

Management Advisory Services Review
(632) 407–5937/(632) 415–0873 e–mail: support@reviewer–online.com website: www.reviewer–
online.com
THE CPA LICENSURE EXAMINATION SYLLABUS MANAGEMENT ADVISORY SERVICES
(Effective October 2006 Examination)
This subject tests the candidates' knowledge of, and proficiency in the concepts, standards,
techniques, and methodology applicable to management services / consultancy practice by CPAs;
management accounting; financial management–related services; capital budgeting concepts and
techniques; and project feasibility studies. Each examination will contain a minimum of 50 and a
maximum of 70 multiple choice questions, allocated to the different subject areas, as indicated
below.
1.0 Management Accounting–Related Services
1.1 Role, ... Show more content on Helpwriting.net ...
Concept of margin of safety, operating leverage and profit planning b. Responsibility accounting,
transfer pricing, performance evaluation, and balanced scorecard 1. Goal congruence and motivation
2. Types of responsibility centers (revenue, cost, profit and investment); transfer pricing – rationale
and need; alternative transfer pricing schemes and multinational transfer pricing 3. Advanced
analysis and appraisal of performance: financial and nonfinancial performance measures 4.
Performance measurement in multinational companies; distinguishing performance of managers
from performance of organization units; executive performance measures and compensation;
environmental and ethical responsibilities 5. Nature of the balanced scorecard; perspectives of the
balanced scorecard; aligning the balanced scorecard to strategy; features of a good balanced
scorecard; pitfalls when implementing a balanced scorecard 6. Evaluation of the success of strategy;
strategic analysis of operating income c. Functional and activity–based budgeting 1. Definition of
budget 2. Difference between planning and control 3. Functions of budgeting 4. The purposes of the
budget 5. Advantages and limitations of budgets 6. Types of budgets 7. Budgeting terminologies
defined 8. The management process of preparing the master budget
9. The budget period 10. Budget cycle of a manufacturing firm 11. Steps in developing a master
budget 12. Comprehensive budget illustrated 13. Flexible budgeting 14.

Services Marketing and Management
Defining Services
Services are about the economic activities offered by one party to another.
On the other hand is about exchange for the customer money, time, and effort, service customers
expect to obtain value from access to goods, labor, facilities, environments, professional skills,
networks, and systems; but they do not normally take ownership of any of the physical elements
involved.
And then services also involve a from of rental, offering benefits without transfer of ownership such
as include rental of good.
Defining four categories of services and example
Based on differences in nature of service act tangible or intangible and who or what is direct
recipient of service people or possessions, there are four categories of ... Show more content on
Helpwriting.net ...
To compete successfully in markets where products are the same or very similar, and prices are
basically the same, so the customer service is often the only competitive advantage available.
Many companies will do the survey, they will ask the customer need and they want the company
will focus on customer–satisfying service or goods–producing process, the customer 's answers is
want to focus in customer–satisfying service. such as the company will have some training
programme to give the staff.
Now more people want the company can provide a good service more than a goods–producing
process. because customers want the sales can to help them and address their needs. They will feel
happy for their shopping. After their shopping, if some people feel this company have a good
service, they would recommend to their friend. I think this can effectively to promote their company
's products. It can attract more people to come the company to buy their product.
On the other hand, such as financial, beauty these industries, these industries need to have and
provide good customer service, because these industries require face–to–face contact with customers
every time. so they need to provide the good customer service. And then the companies also hope
that the customer service is ranked first, in addition, for the brand name of the company to establish
good reputation, and this can increase the visibility of their company, more people can know their

Performance Management, Benefits and Service
Chapter 10: Performance Management:
(21–Oct–13)
According Dressler, assessment happens in the workplace of the organization in three different ways
depending on the situation, such as the following: Evaluation by the immediate supervisor: the
supervisor should be the best person to assess his or her employees, because of the supervisors of
these are directly related to the performance of the staff. As a result, it would be easy to evaluate the
performance of staff and gave the results of a large specific. The use of peer assessment: peer
assessment more accurate than their managers, because there is a relationship between bonds
immediate staff. This strategy gives the evacuation of better performance from their managers.
Committees Rating: prefer many employees are evaluated by committees, because it seems that the
rating committees more trustworthy, fair and compelling. Management's assessment of staff:
managers evaluate employees are not traditionally known in the workplace, but this idea has spread
is between the organization recently. This strategy gives workers the right to evaluate the managers
where they can feel that there is equality in the organization. As a result, it may increase the
performance of employees.
Dessler, Gary, Nina D. Cole, and Carolin Rekar Munro. Management of human resources . 3rd
Canadian ed. Toronto: Pearson Prentice Hall, 2010. Print.
Chapter 13: Employee Benefits and Services
(4–Nov.–13) Article from "providing employee

SERVQUAL: A Model Of Service Quality Management
SERVQUAL is a model used to measure service quality management in relation to customer service
quality needs. It analyzes the gap between the two. In measuring service quality, SERVQUAL has
been proved to be the most popularly used instrument in the past one decade. Oftenly, it is used to
measure service quality of a service providing organizations to compare the expectations of
customers beforehand and their perception in regard to the services being offered (Shahin, 2010).
The model can be employed to assess the quality of services provided by any service organization, it
being universal. Services are economic activities, they provide benefits, and create value for clients.
As such, there is a need for measurement of their quality at specific points due to the desire for
change, or on behalf of the customers that receive the services (Shahin, 2010). ... Show more content
on Helpwriting.net ...
The first set determines a customer's expectation of the firm, and the other set seeks to find out the
perception of customers about the firm. This enables a firm using the model to give a more accurate
score of the overall perceived service quality (Weitz & Wensley, 2002).This model also enables a
firm to establish a good relationship between its employees and the clients. The firm is able to
identify its weaknesses where management is concerned, leading to improvement in the services
offered with regard to the customers' opinion. This is because the firm will focus more on the
service quality effort based on the findings from the perception of the customers. In summary,
implementing the SERVQUAL model can result in customer retention and loyalty, positive
comments, employee benefits, profit gains, and improvement in financial performance. This is
because with it, there will be a clear understanding of the customer's perception and what they
expect in the future (Fedoroff,

Fire Service Personnel Management Officer
FIRE SERVICE PERSONNEL MANAGEMENT OFFICER JOB ANALYSIS
BY COREY SCOTT
CLASS SPECIFICATION
Firefighter Personnel Management Officer
DEFINITION OF CLASS
A personal manager officer is a supervisor and managerial position within the fire department.
Under general direction it is their job to lead, plan, organize, and direct the personnel management
program of the fire department. The position's main focus should be on staffing, retention,
development, adjustment, and managing change.
PERSONNEL MANAGEMENT SKILLS
It is important for a personnel management officer to have the skills that will allow him or her to
effectively create a positive work environment. By doing this they ensure success in not only their
position but also throughout the entire department as a result. Fairness, respect, trust, flexibility, and
sensitivity are just a few examples of the values needed for this to happen. They must also have
excellent planning skills. Through steady planning a personnel management officer can identify
ways in which firefighters can be used to accomplish department goals. These managers must be
able to work with other officers within the department to assign tasks and responsibilities. They
must be able to multitask. They could often been tasked with multiple jobs at once and juggling
them can be difficult. A personnel management officer must also have good leadership skills. In
addition to these skills good communication skills are a must. They are

Human Service Management : Human Services Managers
Three Management Roles Human services managers take leadership roles within human service
organizations. They take knowledge and management style to many different levels. Human service
managers apply a variety of functions to the contexts of the organization 's staff members. In most
agencies, the human service managers use the critical roles of communication, organizational and
team building skills. The human service manager works with members of the leadership team to
improve the organization 's process, maximize team responsibilities, and work with many members
of the organization to conduct, create and implement plans to provide positive outcomes for the
organization. The Human services manager coordinates the flow of work and assets to guarantee
that things are working at top effectiveness and should build on managerial roles to have benefits in
the organization's future. Critical Roles The most significant roles of the human service manager are
the ability to communicate effectively and efficiently, organize for success and build an active team.
They hold the key to the organization 's success and set the stage for organizational advancement.
Communicator A human service manager contains the necessary information to help, and the staff
members understand their roles and requirements in the organization. Effective communication
abilities are inconceivably the most urgent parts of the human service managers' job. Human service
managers consistently receive data that

The Factors Of Responsibility For Restaurants, And Service...
WHO CHOSE THIS RESTAURANT ANYWAY? THE EFFECT OF RESPONSIBILITY FOR
CHOICE, GUARANTEES, AND FAILURE STABILITY ON CUSTOMER COMPLAINING
KEYWORDS: customer complaining behavior; level of responsibility; unconditional service
guarantee; failure stability; service failure and restaurants
We test the effect of customers' level of responsibility (sole responsibility, joint responsibility, and
group responsibility) for the choice of a restaurant for a group celebration on CCB, following a
service failure during the group dining experience. Service failure is inevitable in the restaurant
context because uncontrollable problems can occur during a dining experience. However, our study
is unique in that it does not examine a situation where the customer is to blame for the service
failure, but rather a scenario where the customer, to varying degrees, has selected a restaurant that
has subsequently failed. The CCB literature advocates that customer voice, whereby customers
direct their complaints to the organization, needs to be facilitated by organizations. When restaurant
customers experience service failure, they frequently warn family and friends about their
dissatisfying encounter, such as negative word of mouth (WoM) and/or discontinue patronizing the
restaurant, that is, exit (Lam & Tang, 2003. In the light of this, restaurants are ... Show more content
on Helpwriting.net ...
We hypothesize an interaction between customers' level of responsibility for restaurant choice and
the presence of an unconditional guarantee on CCB. Unconditional guarantees have been argued to
be particularly beneficial for organizations that rely on referrals and that are susceptible to negative
WoM (Hart et al. In the current study, we examine the unconditional guarantee, which promises that
if customers are dissatisfied with the service for any

Minimising Quality Gaps In Service Management

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