QUALITY MANAGEMENT

DESIGNER CUSTOMER
SERVICE
1. THE CONCEPT OF COUNTER SERVICE - COMPONENTS
AND 7P
2. THE MOMENT OF TRUTH
3. CLIENT CHARTER

COMPONENTS OF 7PS OF SERVICE

COUNTER SERVICE COUNTER

1. In front of the counter  1. Product

- notice board & directional signs 2. Price
- enquiry counter 3. Place
- comfortable waiting area 4. Promotion
- queuing system 5. Personnel
6. Presentation/Physical -
2. Counter section appearance
- preparation (stage 1) 7. Process
- reception (stage 2)
- processing (stage 3)
- completion of service (stage 4)

3. Section behind the counter

- support service employees
- physical view (layout, attractive
poster)

THE MOMENT OF TRUTH

1. The moment when a customer first comes in contact with the people
(employee of a company), people, systems, procedures or products of an
organisation.
2. Success depends in many instances upon the moment when customers and
employees interact.
3. Every instance in which a customer comes in contact with an employee of the
company. (eg : airline services - making a reservation, purchasing tickets and
etc)

CLIENT CHARTER IMPLEMENTATION

A written commitment by OF CLIENT CHARTER
organisations in the provision of
outputs of services which are the 1. FORMULATION
quality, fast, efficient and 2. PROMOTION
tailored to meet requirement of 3. SERVICE RECOVERY
customers. 4. SUPERVISION
5. EVALUATION AND
CHARACTERISTIC OF A CLIENT IMPROVEMENT
CHARTER
1. Clarity
2. Facilities
3. Credibility
4. Practicality
PREPARED BY :
5. Specific
1. NORIDAYU BINTI MAHD SHAHRIM
6. Continuous Improvement 2. NAIZATUL SHIMA BINTI HASSAN
7. Measurable (can be KPI) 3. AIN FARHANA BINTI MUHAMAD