Measurement of Expectation, Performance Evaluation and Consumers' Perception
of Quality were addressed as long ago as 1988 with the SERVQUAL measure of "normative
expectations". However, they were mostly suited to IT environments
and were considered by some to be too constrained.
The Service Quality Template approach
employed by us takes the measurement of expectation and
perception to new levels. Appropriate and relative
to almost any business, our approach facilitates complete
flexibility in defining the service and measurable elements.
Comprising a number of workshops, and involving representatives of all the
stakeholders, including customers, we will produce a tangible, measurable
set of objectives and actions.
Such is the nature of our approach that
not only are service gaps identified and addressed, but "buy-in" and
Change Management become minor issues.
Click here for a typical case-study example.
Firstly, we must know what customer's expectation of your service is. Not
what you think it is.
We must then manage the expectations
so that we establish control.
Once in control of the expectations,
we can more easily take steps to match them.
Finally, by looking at the strengths
and weaknesses of the service gap, and in particular,
customer's perceptions of the service, we will reduce
or reverse the gap.
This approach can ensure your business
can exceed your customers expectations.
The
initial meeting will be charged on an expenses only basis. For
subsequent meetings and work, day rates will be agreed.
Click here for
further information |
Workshops