INTRODUCTION TO SERVICE QUALITY MANAGEMENT.pptx

INTRODUCTION TO SERVICE QUALITY MANAGEMENT IN HOSPITALITY SERVICE.

1. INTRODUCTION TO SERVICE QUALITY MANAGEMENT

2. Lesson objectives By the end of the lesson, a learner should be able to Difference between a service and a product Describe different forms of services. Analyze and identify the customers’ needs and why this is important in business Explain the importance and relevance of delivering quality service.

3. What is Service Quality Management? The process of managing the quality of services delivered to a customer according to his expectations is called Service Quality Management. It basically assesses how well a service has been given, so as to improve its quality in the future, identify problems and correct them to increase customer satisfaction. Service quality management encompasses the monitoring and maintenance of the varied services that are offered to customers by an organization . The process of managing the quality of services delivered to a customer according to his expectations is called Service Quality Management. It basically assesses how well a service has been given, so as to improve its quality in the future, identify problems and correct them to increase customer satisfaction.

4. The Process of Managing the quality of services delivered to a customer according to his expectation is called Service quality Management. It is basically assesses how well a service has been given , so as to improve its quality in the future, identify problems and correct them to increase customer satisfaction.

5. Service quality has been defined keeping in view at least four perspectives: ( i ) Excellence – Although the mark of an uncompromising student and high achievement, the attributes of excellence may change dramatically and rapidly. Excellence is often externally defined. (ii) Value – It incorporates multiple attributes, but quality and value are different constructs—one the perception of meeting or exceeding expectations and the other stressing benefit to the recipient. (iii) Conformance to Specifications – It facilitates precise measurement, but users of a service may not know or care about internal specifications. (iv) Meeting and/or Exceeding Expectations – This definition is all-encompassing and applies across service industries, but expectations change and may be shaped by experiences with other service providers?

6. The main characteristics of service quality Clients are a direct part of the process, bringing perceptions and expectations to the transaction that become part of their interaction with you. Unlike a manufactured product, which can be made, inspected, and controlled for quality before it is released to the client, service quality cannot be inspected before delivery. Because clients participate fully in the transaction, they are concerned both with the output or result of the transaction, and the process for delivering that outcome. In a production environment, eliminating variance is critical to making high-quality goods. In delivering service, satisfying clients depends not on eliminating variance, but rather. Client satisfaction is subjective. It is made up of two essential ingredients—expectations and perceptions of delivery. Clients have unique expectations based on their individual experience and needs. They have their own perception of what they received. Any difference between what they expected to get and what they perceive they got, will affect their satisfaction

7. Importance of service quality It boosts sales.  Customers that perceive a company's services as being high quality are more likely to do business with that company. Also, customers who buy from companies with high service quality are more likely to continue buying from those companies regularly. It saves marketing money.  Retaining existing customers by offering them high-quality services is typically less expensive than attracting new ones. It can attract quality employees.  Highly performing professionals generally prefer to work for companies with high service quality. It can lead to  repeat business .  Customers who see their issues and complaints swiftly and efficiently resolved by a company's customer service department may be more likely to buy from that company again in the future. It strengthens the company's brand.  The reputation of a company with above-average service quality can boost sales by attracting new customers or retaining existing ones. It eliminates certain barriers to buying.  High service quality can convince a hesitant customer to make a purchase, as they know that if the service is not right for them, they can rely on strong customer service to remedy the situation.

8. Difference between a service and a product. A Service is a Time-perishable, Intangible Experience Performed for a Customer Acting in the Role of a Coproducer . (James Fitzsimmons) Services are deeds, processes, and performances. (Valarie Zeithaml & Mary Jo Bitner ) A product is a tangible item that is put on the market for acquisition, attention, or consumption, while a service is an intangible item, which arises from the output of one or more individuals.

9. Types of services Business Services The services used by business organizations to conduct activities are known as business services. The business services assist the business but do not deliver a tangible commodity. For example, transportation services do not give a tangible result, but transport goods, inventory, raw materials, etc., from one place to another. The major business services are insurance, banking, warehousing, transportation and communication services. 

10. Social Services The services provided by an individual or a group of individuals voluntarily for the accomplishment of some social goals are known as social services. The social goals include improving the standard of living for the weaker section of society, providing educational and health facilities to poor children and people, or providing hygienic conditions in slum areas. The social service providers usually voluntarily provide the services along with some considerations to cover their costs. Therefore, these service providers do not have a profit earning motive. For example, educational facilities or services provided by NGOs to poor children.

11. Personal Services The services that give different customers’ a different experience are known as personal services. These types of services are inconsistent in nature and differ based on the service provider, customers’ demands, preferences, etc. For example, restaurants, hotels, tourism, etc. 

12. main characteristics of service quality Clients are a direct part of the process, bringing perceptions and expectations to the transaction that become part of their interaction with you. Unlike a manufactured product, which can be made, inspected, and controlled for quality before it is released to the client, service quality cannot be inspected before delivery. Because clients participate fully in the transaction, they are concerned both with the output or result of the transaction, and the process for delivering that outcome. In a production environment, eliminating variance is critical to making high-quality goods

13. Importance of the Service Sector Promotion of industrialization  – The industrial sector depends heavily on the tertiary sector. For example, to operate an industry, raw materials must be transported from one place to another. Transportation comes under the tertiary sector. Similarly, the finished products need to be distributed to marketplaces which also requires transportation. Moreover, the health of industry workers is kept in check by the healthcare industry. The industry’s finances are handled by some financial institution, which again comes under the service sector Increase in productivity  – Both education and healthcare come under the service sector. When an individual gets a good education and proper access to healthcare, their productivity is more likely to increase than someone with low levels of education and poor health. Hence, the service sector improves the overall health of the economy by increasing workers’ productivity Good Quality of Life  – The employees working in the tertiary sector generally have a better quality of life. They earn more money and work in less hazardous conditions. They can afford several luxuries, which improve their quality of life  Market Growth  – The tertiary sector improves the quality of the finished goods produced in industries. The process of making the products is also improved, thanks to the service sector. This, in turn, enables the growth of the market

14. https://study.com/academy/lesson/video/service-quality-definition-dimensions.html

15. A ssignment Discuss different methods that management can use to monitor service quality: Discuss the effects that internet will have on delivery of services

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