Service quality management

1. Premium Health
Service quality management.
By
Judith Obi

2. OUTLINE
 SERVICE QUALITY MANAGEMENT
 MEASURING SERVICE QUALITY
 QUALITY SERVICE DELIVERY GAPS
 IMPROVING SERVICE QUALITY
 IMPORTANCE OF SERVICE QUALITY MANAGEMENT

3. SERVICE QUALITY MANAGEMENT
Service - An act of helpful activity
Quality- An essential or distinctive characteristic, property, or attribute.
Management- The act or manner of managing; handling, direction, or control.
Service Quality Management is a measure of how products and services supplied by a company
meets and surpasses consumer expectation.

4. SERVQUAL service quality model is widely known, empirically tested, and generally
accepted definition of quality in the service literature. It highlights the main
components of high quality service.
Elements of service quality {RATER}
• Reliability
- the ability to perform the promised service dependably and accurately
• Assurance
- the knowledge and courtesy of employees and their ability to convey trust and confidence
• Tangibles
- the appearance of physical facilities, equipment, personnel and communication materials
• Empathy
- the provision of caring, individualized attention to customers
• Responsiveness
- the willingness to help customers and to provide prompt service
MEASURING SERVICE QUALITY

5. QUALITY SERVICE DELIVERY GAPS
• Gap 1: between consumer expectation and management perception
- When the management does not correctly perceive what the customers want.
• Gap 2: between management perception and service quality specification
- Not setting appropriate performance standard. example would be when hospital administrators instruct
nurses to respond to a request ‘fast’, but may not specify ‘how fast’.
• Gap 3: between service quality specification and service delivery
- Poorly trained personnel, incapable or unwilling to meet the set service standard.
• Gap 4: between service delivery and external communication
- Statements made by company representatives and advertisements.
• Gap 5: between expected service and experienced service
- Consumer misinterprets the service quality.

6. IMPROVING SERVICE QUALITY
 Look at incorporating the clients’ requirements into the recruitment and selection process
 Maintain a sensitive and efficient feedback system
 Establish standard operating procedures
 Set clear standards of performance detailing the minimum operating criteria and revisit
them often
 Focus on training and retraining, especially on the job.
 Motivate your staff.
 Having a clear concept of the position that you want to occupy in the market place
 Strong Recovery Strategies

7. IMPORTANCE OF SERVICE QUALITY MANAGEMENT
• Ensures superior, quality products and services.
• Essential for customer satisfaction which eventually leads to customer loyalty
• Helps an organization to design and create a product which the customer actually wants and
desires.
• Ensures increased revenues and higher productivity for the organization.
• Ensures close coordination between employees of an organization.

8. SUMMARY