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8 Gathering Views On Service Quality

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Costs of poor quality “are huge, but the amounts are not known with precision. In most companies, the accounting system provides only a minority of the information needed to quantify this cost of poor quality Juran (1992)
Gathering Views on Service Quality Techniques and tools
Objectives
Learning Criteria ,[object Object],[object Object],[object Object]
Performance measures
Relationship between satisfaction and loyalty
Customer intelligence: ,[object Object]
Sources of Information to Measure Customer Satisfaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Sources of Customer Intelligence ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using existing information ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
1. General satisfaction surveys and opinion polls ,[object Object],[object Object],[object Object]
1. General satisfaction surveys and opinion polls ,[object Object]
2. Planning and designing useful surveys ,[object Object],[object Object]
2. Planning and designing useful surveys ,[object Object],[object Object],[object Object]
2. Planning and designing useful surveys ,[object Object],[object Object],[object Object],[object Object]
2. Planning and designing useful surveys ,[object Object],[object Object],[object Object],[object Object]
2. Planning and designing useful surveys ,[object Object],[object Object],[object Object],[object Object]
3. Servqual ,[object Object],[object Object],[object Object]
3. Servqual ,[object Object],[object Object],[object Object],[object Object]
3. Servqual ,[object Object],[object Object],[object Object],[object Object]
3. Servqual ,[object Object],[object Object]
3. Servqual ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
4. Customer and other panels ,[object Object],[object Object]
4. Customer and other panels ,[object Object]
4. Customer and other panels ,[object Object],[object Object],[object Object],[object Object]
4. Customer and other panels ,[object Object],[object Object],[object Object],[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object],[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object],[object Object],[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object],[object Object],[object Object]
5. Service specific, recent contact or exit surveys ,[object Object],[object Object],[object Object]
7. Mystery shopping ,[object Object],[object Object]
7. Mystery shopping ,[object Object],[object Object],[object Object],[object Object]
7. Mystery shopping ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Seminar ,[object Object]
Next Week ,[object Object],[object Object],[object Object],[object Object]

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8 Gathering Views On Service Quality

  • 1. Costs of poor quality “are huge, but the amounts are not known with precision. In most companies, the accounting system provides only a minority of the information needed to quantify this cost of poor quality Juran (1992)
  • 2. Gathering Views on Service Quality Techniques and tools
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