1. Sun Rises, Sun Sets.
Clouds turn into blue, Clouds turn into dark.
Everything Changes, Nothing is left.

2. Variability
The quality or degree of being interchangeable or
variable.

3. •Services are
highly variable.
Their quality
depends on who
provides them
and when and

4. Causes of Service
Variability
• Services are produced and consumed
simultaneously.
• High degree of contact between the
service provider and the guest
• Lack of communication and
heterogeneity of guest expectations

5. • When the product they
receive is different and
does not meet their
expectations on the next
visit, they often do not
return.
• When variability is absent
we have consistency,
which is one of the key

6. Consistency
The customers receive the expected product
without unwanted surprises

7. Steps in Reducing Variability and
Creating Consistency
1. Invest in good hiring and training
procedures. (4C2R)
2. Standardize the service-performance
process throughout the organization.
3. Monitor Customer satisfaction.