TARGETING SPECIFIC AREAS IN SERVICE DELIVERY

How will you report this specific topic? To make them understand even more and also deepen the specific audience about their knowledge of the subject. (Maybe translate it to tagalog language)

TARGETING SPECIFIC AREAS IN SERVICE DELIVERY Planning the service delivery system includes all aspects of the service experience such as service product, service setting, and service delivery. To have a smooth work process, these are some of the things to be considered, developing a service product that meet guests’ needs and well-trained staffs, motivated and enthusiastic employees. After almost 50 years of research, Jospeh Juran published the Juan Trilogy in 1986. The 3 Management Processes according to Juran, 1. Quality Planning , 2. Quality Control 3. Quality Improvement. In creating a seamless system in service delivery the following phase must be followed: Planning the Delivery System, Monitoring the Service Experience, and Assessing the Experience to Improve the System. TABLE 10-1 Planning the Delivery System, Monitoring the Service Experience, and Assessing the Experience to Improve the System Phase I: Phase II: Phase III: Planning the Service Monitoring the Assessing the Experience to Delivery System Service Experience Improve the System When Before the guest During the guest’s After the guest’s experience arrives, and while the experience guest is waiting for the service experience What Experience expected Experience realized Experience remembered Who Target customers Actual customers Past, current, and potential future customers How Setting service stan- Applying service Guest assessment: Comment dards; blueprinting; standards and job cards; toll-free 800 numbers; Universal Service Map; performance stan- surveys (mail and Web, phone, fishbone analysis; dards; managerial critical incidents); SERVQUAL; PERT/CPM; simula- observation (MBWA); guest focus groups; mystery shop tions; forecasting de- employee observation pers mand; designing waits meeting terms of ser- Other data review: Service failure (queues); training; vice guarantees; per- reports; service guarantee utiliza quality teams; poka- sonal interviews and tion; interviews; customer com- yokes; cross-functional encounters with plaints by category and type, organizational design guests employee feedback; sales and revenue reports; market share/ capacity utilization Further review: Organizational design; service standards; training methods Refer findings back to system planners Cengage Learning 2012