Service Quality
Quality applies to every product either it is physical product, information product or service product. But when we talk about Service Quality it is all about to satisfy the targeted customers through meeting their requirements. This was from customer perspective, but if we analysis Service Quality from the perspective of Service Provider it requires not only top management leadership but Service Quality should be everybody’s job to fulfill it with core of hearts. Service Quality could be a profitable long term investment as well as fundamental long-term goal for any organization that can be achieved through continuous improvement. Different organizations are using different techniques to measure Service Quality but one of the most important approaches could be Service Quality Circle.
Service Quality Assurance:
It refers to planned and systematic production processes that provide confidence in a product's suitability for its intended purpose. It is a set of activities intended to ensure that products (goods and/or services) satisfy customer requirements in a systematic, reliable fashion. SQA cannot absolutely guarantee the production of quality products, unfortunately, but makes this more likely.
Two key principles for SQA: "fit for purpose" (the product should be suitable for the intended purpose) and "right first time" (mistakes should be eliminated). SQA includes services related to production, management and inspection processes.
Challenges for SQA:
Talking about the quality service provider, it is very obvious that they have to face many challenges in order to managing SQA systems. Like for example business objectives are their first priority, they have to identify the objectives for managing the SQA systems accordingly. On the other hand the potential customers are also their major concern in order to attain and retain them so that the ultimate goal of the organization may be obtain that is Profit generation. The process of attaining and then retaining the customers is not simple at all, because today’s leading organizations either their businesses are falling in the product or service sector they have to have proper market research probably for not only attaining but also retaining the customers rather.
Another big challenge for service provider is technological advancement in almost every walk of life. So in order to make their product more technologically competitive and gain more and more Return on Investments (ROI’S) all the service providers are trying their best to meet technological challenges as well.
Service Quality Assurance Benefits
Talking about the benefits of managing the SQA systems, the service providers may reduce their costs through avoidance of failures if they may make themselves enables to manage the SQA systems in an appropriate manner. If we talk about the competitive advantage, to gain the competitive advantage is not the case but to retain this profit for a longer period is the challenge. The very reason of that is the life cycle of different products has become short enough due to increasing competition in the market settings. Moreover we can’t make separate the customer satisfaction from the competitive advantage, because until and unless your customer is not satisfied you may not be able to get competitive advantage.
Another one of the most important benefit of managing SQA systems is the better image of your business as a “Brand Name”. I want to support my ideology with the help of a perfect example of telecommunication sector in Pakistan. Many multinational companies are providing the customer services in such a nice way that may not only helps a lot in order to get competitive advantage but also do trick in establishing their brand names.
Requirements and Recommendations:
Followings are some of the suggestions for all the service managers/ service providers in order to manage the SQA system more and more affective.
Requirements and Recommendations:
Followings are some of the suggestions for all the service managers/ service providers in order to manage the SQA system more and more affective.
- Quality management process must be installed by the service provider including
- Identification of customer requirements
- Identification of areas for improvements
- Measurable quality criteria
- Compensation levels
- Measurement of performance
- Customer evaluation
- Definition and measurement of service quality
- Agreement on responsibilities in case of several service providers involved
- Additional quality management provisions
- Self Assessment
- Continuous Improvement Process
- Benchmarking
- Standardization and / or Certification
- Partnerships for Quality
- Service guaranties
Reference:
- http—www.wagener-herbst.com-eng-content-leishung-ub-service quality in ppt
- wikipedia.org
- Marketingprofs.com
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