Lesson 10
Lesson 10
Lesson 10
02. PRODUCTIVITY
03. SERVICE LEADERSHIP
PAGE: 1
Service Quality, Productivity, and Profitability
PAGE: 2
Measuring Service Quality
SOFT STANDARDS
PAGE: 3
Measuring Service Quality
HARD STANDARDS
PAGE: 4
ASSURANCE
EMPATHY
Ability to be compassionate to the clients
RELIABILITY
PAGE: 5
Responsiveness
Tangibility
.
.
PAGE: 11
Productivity
PAGE: 12
Productivity
PAGE: 13
Productivity
Efficiency is a measure of how well things are done based on a given standard
in a specific time or period.
PAGE: 14
• Utilize technology, innovations, data analytics.
• Train, equip, and motivate employees.
• Deploy workers capable of multitasking.
• Maintain a lean and mean workforce.
• Operationalize self-service technologies (SSTs).
PAGE: 15
• Redesign customer service.
PAGE: 16
PAGE: 17
• Total Quality Management (TQM) assists organizations related to:
- service excellence;
- productivity; and
- process improvements.
PAGE: 18
• ISO 9000 Certification – assessment and certification of a firm’s quality management system.
• Six Sigma – deals with firms that have high-volume processes
– reduces defects and improves productivity.
• The Malcolm Baldrige National Quality Award (MBNQA)
– promotes best practices in quality management
– recognizes quality achievements
PAGE: 19
PAGE: 20
Firms should consider the following:
– sustain the level of performance to maintain customer loyalty
and profitability;
– performance defines its competitiveness and its existence; and
– excellence in operation to have an advantage over the others.
PAGE: 21
PAGE: 22
4th Class Firms - Subservient Firms
• Exist under minimum compliance
• Avail of its services if there is no alternative.
• Focused on minimizing cost
• Insensitive to customers’ needs and wants PAGE: 23
3rd Class Firms - Traditional Firms
• Adhere to the standardized form.
• Productivity is to follow the procedures.
• Keep costs below budget.
PAGE: 24
2nd Class Firms - Maven Firms
• Display no nonsense professionalism.
• Recognize the importance of customers’ roles.
• Balance between productivity and service quality
• Continuous innovation and improvement PAGE: 25
1st Class Firms - Innovator Firms
• Innovativeness and excellence
• Seamless service
• Continuous innovation, improvement, experimentation, and consultation
• Collaborate with customers PAGE: 26
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LEADER:
C I N CO, H A N N A B L A I R B .
MEMBERS:
ARTUGUE,BERYL
B U Q U E , R U B LY N
D A L I S AY, S A M A N T H A
EBON, JERICHO
F R O N D OZ O, K Y R E L L
PA L I N A R , K Y L A
R I V E R O, J H O N M I C H A E L
GLAIZA ANNE
.