CHAPTER 1: INTRODUCTION TO QUALITY

LESSON 4:

QUALITY IN SERVICES
DEFINITION OF QUALITY

• the standard of something as measured

against other things of a similar kind; the
degree of excellence of something.

• a distinctive attribute or characteristic

possessed by someone or somethng.
DEFINITION OF SERVICE

• It is defined as any primary or

complementary actitvity that does not
directly produce a physical product --
that is, the non-goods part of the
transaction between buyer (customer)
and seller (provider)
COMPONENTS OF SERVICE QUALITY

1. People
• If we take care of our people, they will take care of our
customers
2. Technology
• Computers and Information Technology

• E-commerce - Electronic comerce is the buying and

seling of goods and services, or the transmitting of funds
of date, over an electric network primarily the internet.
CORE QUALITY MANAGEMENT PRINCIPLES
• Customer Focus - it means putting your customer's need first.

• Teamwork - is the collaborative effort of a group to achieve a

common goal or to complete a task in the most effective and
efficient way.

• Continuous Improvement - is an ongoing effort to improve

products, services or processes. These effort can seek
“incremental” overtime or “ breakthrough” improvement all at once
EXAMPLES OF CUSTOMER FOCUS

1. Customer Needs - developing products and services to

meet customer needs.
2. Customer Preferences - viewing customers as
individuals with different preferences.
3. Customer Experience - going beyond customer needs to
look at your end-to-end customer journey. This requires
everything to be designed for the customer including
things like processes and user interfaces.
EXAMPLES OF CUSTOMER FOCUS
4. Voice of the Customer - getting to know your customer such that you have a
pulse on your computer experience.

5. Customer Advocates - paying certain employees to represent the interests of

customers as opposed to the firm.

6. Customer is Always Right - developing culture of respect for the customer

with principles such as “customer is always is right”.

7.Metrics - measuring results in terms of the customer such as customer

acquisition cost, customer churn, customer lifetime value and customer
satisfaction.