Essay on Work

14247 Words Dec 2nd, 2015 57 Pages
Service QualityLEARNING OBJECTIVESAfter completing this chapter, you should be able to: 1. Describe and illustrate the five dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function deployment project. 6. Construct a statistical process control chart for service operation. 7. Use a fishbone chart in a cause-and-effect analysis. 8. Compare and contrast the quality program features espoused by Philip Crosby and W. Edward …show more content…
The experience of Hampton Inns, an early adopter of a "100 percent satisfaction guarantee," illustrates that superior quality is a competitive advantage. In a survey of 300 guests who invoked the guarantee, more than 100 already had stayed again at a Hampton Inn. The hotel chain figures that it has received $8 in revenue for every $1 paid to a disgruntled guest.1CHAPTER PREVIEWService quality is a complex topic, as shown by the need for a definition containing five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Using these dimensions, the concept of a service quality gap is introduced; it is based on the difference between a customer's expectations of a service and the perceptions of that service as it is delivered. A survey instrument that measures service quality, called SERVQUAL, is based on implementing the service quality gap concept. The discussion of measurement also includes the concept of benchmarking, which is a process of comparing one's service delivery system with those of other firms with a reputation of being best in class.Quality begins, however, with the design of the service delivery system. Thus, concepts borrowed from manufacturing (e.g., Taguchi methods, poka-yoke, and quality function deployment) are applied to the

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