QSM - Week 1 - Overview of Quality Service.pptx

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Service Quality

Overview of Quality Service
Merceditas E. Dela Cruz, MBA-HRM, CGSP

Concept of Quality

What is Quality

Concept of Quality

Concept of Quality

Quality Define

Quality Define

Concept of Quality Service

Concept of Service Quality

Importance of Service
 Satisfied customers are more likely to be a loyal
customer. Indicates customer retentions.
 Established a friendly atmosphere.
 When customers pay to be serviced, they should
be free from fear of being harmed, creates a safe
atmosphere.
 Getting good value for their money.

Dimensions of Quality

8 Dimensions of Quality

Principles of Quality Management
Leading to Quality Service
 1. Commitment
 2. Culture
 3. Continuous Improvement
 4. Cooperation
 5. Customer Focus
 6. Control
 7. Cross- Functional
 8. Cause Analysis
 9. Change
 10. Concept of Team Synergy

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1. Overview of Quality Service Merceditas E. Dela Cruz, MBA-HRM, CGSP

2. Concept of Quality

3. What is Quality

4. Concept of Quality

5. Concept of Quality

6. Quality Define

7. Quality Define

8. Concept of Quality Service

9. Concept of Service Quality

10. Importance of Service  Satisfied customers are more likely to be a loyal customer. Indicates customer retentions.  Established a friendly atmosphere.  When customers pay to be serviced, they should be free from fear of being harmed, creates a safe atmosphere.  Getting good value for their money.

11. Dimensions of Quality

12. 8 Dimensions of Quality

13. Principles of Quality Management Leading to Quality Service  1. Commitment  2. Culture  3. Continuous Improvement  4. Cooperation  5. Customer Focus  6. Control  7. Cross- Functional  8. Cause Analysis  9. Change  10. Concept of Team Synergy