Module 3
Learning Objectives:
Identify and underestand the basis for better quality service
Explain the customer assessment of service quality
Distinguish the attributes of dimensions Basis for Better Service Quality
a)The managing only is not enough Measuring is essential to manage; it is difficult to manage if
performance is not appraised. Performance appraisal, acknowledgement, recognition, and rewarding
are the best tools to keep the staff energized. Whereas hiring right people at right job are foremost
important, providing training and development opportunities to enhance skills and knowledge also
equally important.
b)Setting goals and objectives Performance can be easily assessed when there are goals and objectives
put in place. Providing time to time feedback on the progress of achievement will alert to make
corrective measures.
c) Empowering with limits of authority Empowerment is given with the levels of responsibilities;
everyone will not have a same level of empowerment across the organization and it depends on the role
of what each individual does.
d)Know your customers well Understanding each customer’s specific needs, his preferences, and
expectations are essential in delivering customized and personalized service.
e) Know your competitors’ activities and factors as well Factors such as market research, knowing
competitors activities and their distinction to customers to be studied and firm should keep its position
on the top in order to be competitive and successful.
f) Lead from front In order to be a leader in the business, one must take initiative and lead from the
front and everyone will follow.
g) Team work makes big difference Working together is way better than working alone. Make team
members work with team-spirit and it gives fruitful results.
h) Motivate to be innovative Motivation leads to innovation and innovation brings quality. Creating such
culture makes everybody’s life easier and good.
i)Think long-term, outside the box a big picture Thinking long-term perhaps outside the box brings
changes and changes inevitably create new ideas and success. Service Quality Concept Model