Quality Service Delivery

1. Quality Service Delivery
System in Tourism and
Hospitality Industry

2. Introduction:
Delivering excellent service to
customers is the primary objective that
every hospitality business tries to
achieve. To be successful and survive in
today's competitive environment, a
service provider's capacity to offer
high-quality service is deemed vital. In
this scenario, service encounters are
essential components of the service
delivery process because they affect
the customer's assessment of their
service-consuming experiences.

3. • Discuss service delivery system and its elements;
• Identify the elements for categorizing service
delivery system;
• Determine the planning techniques in service
delivery system; and
• Analyze, develop and plan service delivery
system.
Learning Objectives:
At the end of this chapter,
students should be able to:

4. Service Delivery System
In the context of service delivery, a service system is a
collection o technologies and networks intended to meet
customer requirements desires, or objectives. It is about
delivering services that suit the needs and desires of customers
for them to fulfill their expectations, and when the customer is
delighted with the service given, they will be thrilled.
Operational efficiency is required to meet and satisfy the
requirements of customers who participate in the service
delivery process. It is possible to divide the service delivery
process into the back end and the front end. The front end is
the only part of the application that the customer can see. To
provide good service delivery, it is necessary to enhance this
front-end activity and ensure it is consistent every time. The
service must be accurate and consistent to meet the quality
management principle of "Do it right the first time." Otherwise
the service will be deemed inadequate and will be discontinued.

5. Planning the Service Delivery System encompasses all
elements of the service experience, including the service
product, the service environment, and the service delivery
system. The service product is the area in which you can
fulfill the requirements of the customer. is about providing a
customer with a service that comprises activities
advantages, or satisfactions to meet their needs and desires.
In the workplace, a service set is defined as a well-designed
atmosphere. I also refers to the whole atmosphere and
physical environment in which the service is provided and
performed. Service settings are complicated and include a
large number of design components. Service delivery entails
having employees that are well-trained and motivated to
offer excellent customer service

6. Four Key Elements of Service
Delivery System
Several factors contribute to a sound service delivery system. These include service
culture, service quality, employee engagement, and the customer experience.

7. Four Key Elements of Service
Delivery System
01. SERVICE CULTURE
Values, beliefs, norms, and practices in a group or organization
that support customer service through policies, procedures,
reward systems, and actions on how they maintain and develop a
social process that demonstrates how they delivered service to
customers and added value to their experience are all examples
of what is known as "service culture." On the other hand, it is
concerned with servicing and fulfilling the needs of the
customers. Following the establishment of a superior service
delivery system and a realistic service concept, there is no other
factor that is as critical to the long-term survival of a service
organization as the culture of the company.

8. .
02. SERVICE QUALITY
The quality of service depends more on systematic plans,
procedures, and overall service management performances,
such as how well customer anticipate services to be
provided. That's why customer wants, and expectations are
prioritized while creating new or improving existing goods
or offerings. Any service provider relationship must be built
on helping the customer achieve their mission and assisting
them in achieving their organizational goals.

9. Employee engagement, which focuses on the employees and
encourages them to participate in training and seminars to
enhance their services, results in a desire to go above and beyond
what is required of them to assist the company in its success. It
also covers actions that promote positive employee attitudes,
purpose-driven leadership, and the human resources process. Only
when people are more engaged in their work will even the most
well-designed procedures and systems be successful. Engagement
is a mediator between the design and execution phases of the
service excellence paradigm, allowing for more effective
communication.
03. EMPLOYEE ENGAGEMENT

10. 04. CUSTOMER EXPERIENCE
Customer feedback is essential on how the business
provides service to customers. Whether the customer
expectations are met and whether they are pleased with
the service you gave will be determined by whether or not
the customer returns or returns again and whether or not
the customer will remain loyal. In addition to customer
intelligence, account management and continual
improvement are all components of the customer
experience.

11. Customer participation in the development and
delivery of services is essential for successful service
delivery. This concept is referred to as co-creation, and
it is implemented via the design of procedures based
on it. The ability to run a successful service business
should be associated with providing excellent customer
service. However, suppose all companies that provide
services successfully compete based on delivering the
service. In that case, the main difference will be the
service management model and the capacity to put it
into action, as explained above. It is essential to
consider what adds value to the core businesses while
designing the service delivery system and engaging
front-line workers to provide the best possible
customer experience.

12. Elements for Categorizing Service Delivery System
The kind of operational layout has an impact on how service delivery operations
are set up. The organization of hospitality resources, such as people, machinery,
amenities, and materials, is referred to as the hospitality layout. Layouts are
classified as either fixed or flexible, depending on how they are implemented in
service. Instead of organizing work sequentially, a fixed arrangement encourages
service delivery by placing it at the center of the process.
The production philosophy of service delivery is determined by the process's
push/pull orientation. When establishing service activities, pull-oriented service
companies first address the requirements of their customers. In contrast, push-
oriented service firms make significant investments in production capacity to
meet the demand for their services.

13. The amount to which task processes are pre-established in the service delivery
system is defined as the degree of process standardization, and this choice will impact
employee empowerment. The degree to which businesses have succeeded in reducing
unpredictability in the service delivery process is also reflected in the score.
According to the company's ultimate product/services provided, the various
service offerings reflect "the degree of diversity of the firm." This dimension
demonstrates how the company is geared toward many or a small number of
customer groups.
IT may be used to decrease costs by substituting technology for human labor, or
it can enhance the end product or service that is delivered.

14. The actions taken behind the scenes and in the office may influence how customers
perceive service delivery. In the case of physical separation, information
communication may be difficult, and the same is true for the other. In the service
delivery system, the amount of contact between the back and front office activities is
defined as "the extent of interaction between back and front office activities in the
service delivery system."
Individual flexibility is intended to be determined through expertise in human
resources. A more adaptable workforce shows the ability to react more rapidly
and effectively to environmental change, while highly specialized people are more
inflexible in their responses.

15. The amount of contact between the customer and the service delivery process
correlates with customer involvement. Customers may act as employees by creating
tasks for service delivery, which can help the business save money on labor expenses.
The customer and the service delivery activities may share information to provide a
better-personalized service for the consumer in question.
The amount of contact between the customer and the hospitality business in the
service delivery system is defined as "the extent of interaction between the customer
and the business in the service delivery system."
This refers to the design and development of new products and services related
to whether or not a company establishes new service delivery processes via
creating new task organizations and allocating particular resources to those
procedures. This will communicate to customers the company's desire to innovate
in new processes and products / services.

16. Phases in Planning Delivery System
The service delivery system is divided into three phases: planning
(before), monitoring (during), and evaluating (after) the service
experience to enhance the system (after).

18. The foundation of every effective delivery system is thorough research. If you are a
customer, a service standard lets you know what to anticipate from a product or
service and how well it will be delivered to you. When it comes to addressing customer
complaints, the standard may define how to handle them and give definitions and
indicators of service quality and their levels. Every time a customer comes into a
business, they should get the same high level of service.
Despite having all the qualities and attributes of a high-quality hotel, the service
delivery system may still fail occasionally. A self-healing system can identify problems
and recover on its own. That is to say, even if the hotel has received five stars, things
may still go wrong. As a result, to achieve self-healing, domain knowledge is elicited
and maintained in the form of a service failure diagnostic plan with repair patterns
and a job.

19. The first thing that springs to mind when you hear the term "blueprinting" is
architecture. We are all aware that blueprinting is just for architects, but it is very
essential to the field of architecture since they need a plan for the structures,
infrastructure, and everything else that is connected to the constructions
themselves. However, blueprinting is not limited to the design of architectural
forms. In our industry, the service delivery system, we have a blueprinting system,
also known as plan blueprinting. Making a strategy is very essential in our
business because it helps to avoid conflict in service. Make sure that you have a
plan in place before the visitor comes. Make sure that the service adheres to the
standards to satisfy the expectations of the guests. Make sure that the rooms are
tidy as well as that the food is served correctly.
Planning Techniques in Service
Delivery System

20. The goal of blueprinting is to create a strategy for our guests while also
maximizing their earning potential. When you exceed your customers'
expectations, they will provide you with good comments about your service, which
will assist you in increasing your profits.
The blueprinting process is divided into five sections, the first of which is Physical
Evidence. This section includes customer evaluation and quality assurance. Before
serving the product to the customer, ensure that the product adheres to the
standard operating procedures. Before serving the customer, check to see that the
employee has followed the standard operating procedure.
The second element is customer action, which refers to the activities and
behaviors of the customer contacts that serve as the basis for developing a
blueprint. The next one is frontstage contact employee behaviors, which comes
after that. It is the things that the customer sees that are the most important in
this section. The most outstanding illustration of this is the employee who has
face-to-face contact with the customer or the crew assigned to serve the visitor.
The following section covers backstage contact-employee activities. In this case,
the customer's contact with the employee takes place out of sight, yet the
experience must occur. The last section is the support processes. Activities that
are necessary for providing the service but are carried out by people and units
that do not have direct contact with the customer.

21. The universal service map is essential because
it ensures that you have a strategy for every
step you take in your business. Without a plan,
your firm will be more likely to fail than it
would otherwise be in its current state of
operation. Apart from that, the individual has
received thorough training before starting their
job, it must have acquired information about
their employer.
Consider the following scenario: you are the
owner of a well-known hotel in Manila, and your
customers are pleased with your service. Do not
abandon your sound business strategy if you
want to ensure that every customer is delighted.

22. The fishbone diagram, also known as the Ishikawa diagram, is a cause-and-effect diagram
that may be used to assist managers in tracking down the root causes of inadequacies,
variances, faults, and failures in their operations. The diagram resembles a fish skeleton,
with the head issue and the reasons for the spine-feeding problem shown on each side. In
this diagram, the defect is represented by the fish's head, facing right, with the causes
extending to the left as fishbone.
The ribs branch off the backbone for
significant reasons, with sub-branches for
root causes, to as many layers as necessary.
Each department has different support
management systems to help the
Operations Department. Every department
has daily, weekly and monthly activities
that they need to attend and accomplish to.
However, based on the analysis, there are
MISSED DEADLINES per department that
affects the effectiveness and efficiency of
the operation

26. Thank
you very
much!