Internal Company

Methodology & Standards

Session 23

Service Culture
Objectives

• Define what service

standards, quality, total
quality management, and
metrics are

• Identify the difference

between service qualities
and service standards,
and their importance to
an organization
Objectives

• Explain what total quality

management is and its
principles
• Differentiate metrics and
key performance indicators
• Enumerate and discuss
common metrics in a
service company
Introduction

Each organization has their own standards and

methods on how to keep up with these standards
to ensure quality.

This module is Part 1 of 3 of the Service Analytics

module. In today’s session, we will talk about the
basics of service standards within an organization.
Today’s Agenda

• Introduction to Service Standards

• Total Quality Management

• Key Performance Indicators

Activity

1. What are the Qualities of a Service Company

should have:
2. Why does a service company need these
qualities?
3. Can these be considered standards?
Service Qualities vs. Service Standards

A Service Quality is a quality or ideals that describe

the basic ways an organization treats its customers.

A Service Standard is a quality or objective of a

service that a service provider aims to achieve and
maintain, measured in terms of the corresponding
performance indicators, service levels, and targets.
Service Qualities vs. Service Standards

Service Quality Service Standard

Be attentive.
Show courtesy.
Take ownership for
helping the customer
Promptly answer the
phone.
Be presentable.
Service Qualities vs. Service Standards

Service Quality Service Standard

Make eye contact within 5 seconds
Be attentive.
Answer customer’s query right away
Show courtesy. Open the door for the customer
Take ownership for Always give your name to the
helping the customer customer
Phones must be answered within 3
Promptly answer the phone.
rings
Be presentable. Business attire at all times
Why are
Service Standards Important?

• Service standards gives your organization a

clear image

• Service standard are a great management

tool for measuring how well target levels of
service are met by the members
Criteria for
Effective Service Standards

• Specific

• Concise

• Measurable

• Based on customer requirements

Criteria for
Effective Service Standards

• Written into job description and performance

reviews

• Jointly created with the members

• Fairly enforced
What is
Total Quality Management?

Total Quality Management is a management system

for a customer-focused organization that involves
all employee in continuous improvement of all
aspects of the organization.
Principles of TQM

Continuous Employee
Improvement Involvement

Integrated
Fact-Based
System
Decision Making
Metrics vs. KPIs

Metrics are any standard of measurement.

Key Performance Indicators or KPIs are metrics that

give an indication of an organization’s performance
and can be used as a driver for improvement.
Your Targets

• Product Quality

• Ease of Procedures

• Personal Contact Quality

Steps in
Developing Service Standards

1. Define your service sequences.

2. Map out the steps

3. Determine your experience enhancers.

4. Convert your experience enhancers into

standards.
Goals and
Performance Drivers

Goals are measurable business objectives that

reflect the organization’s mission and vision.

Performance drivers are measured processes and

behaviors that influence achieving the
organization’s goals.
Common KPIs in a
Service Organization

• Attendance and Adherence

• Training Compliance

• Service Level

• Quality
Common KPIs in a
Service Organization

• First Call Resolution

• Customer Satisfaction
Activity:

Assign a KPI to a group for discussion:

• Attendance and Adherence
• Training Compliance
• Service Level
• Quality
• First Call Resolution
• Customer Satisfaction
• Discuss each KPI after each group’s turn.
Summary