Total Service Management: Case Study

Topics: Service system, Process capability, Service of process Pages: 13 (3266 words) Published: April 8, 2012
Improving the service quality was the main target of any service organization from the early stage and since now this improving work is going on. TSM is totally a new and successful system in the service sector for improving service quality. TSM is completely the mathematical based analysis system with several numbers of improving tools. The transparency of this system is high because of conversion every physical property to mathematics. TSM is a complete work of measuring service level, performance with analyzing, improving and controlling stage. SEVQUAL scale is an effective scale to measure the service level with its five dimensions Reliability, Assurance, Tangibles, Empathy, and Responsiveness. This scale is widely used in measuring service quality in hotel industries, air cargo, hospital and many other organizations. After measuring service quality DMAIC is a flow process by which it is easy to identify major problem and sequentially analyzing, improving and controlling stages can be achieved. In this experiment a union parisad is to select for implementing TSM for improving the service level as well as to reduce the harassment of the general people of Bangladesh who are living under the poverty line and have no consciousness about government facilities. TSM is only best solution of improving the service quality of those organizations. Researcher from different areas and eras are continuously developing the methods of improving any system. Mei et al. (1999) examined the dimensions of service quality in the hotel industry in Australia. They used the SERVQUAL instrument as a foundation and developed a new scale called HOLSERV scale, a new instrument to measure service quality in the hotel industry. [1] Perceived service quality derives from the individual service encounter between the customer and the service provider, during which the customer evaluates quality and develops satisfaction or dissatisfaction (Bitner et al., 1990). [2] Considering other significant conceptual and empirical works in the area, it appears that service quality encompasses (1) customers’ experiences with the tangibles, reliability, responsiveness, assurance, and empathy aspects of the services delivered by a firm (Parasuraman et al., 1988); (2) technical and functional quality (Gro¨ nroos, 1984); (3) service product, service environment, and service delivery (Rust and Oliver, 1994); and (4) interaction quality, physical environment quality, and outcome quality (Brady and Cronin, 2001).[3]

A specific application for the hotel industry, named LODGQUAL, was developed as a derivative of SERVQUAL and used similar dimensions (Getty and Thompson, 1994). Saleh and Ryan (1991) used SERVQUAL finding a five factor solution was identified but the dimensions differed from those in SERVQUAL. [4]

Theories Related to Study:
Total Service Management is a vast concept of improving service quality. It is a balance combination of Measuring service level, Analyzing, Improvement and Control. TSM lies at the intersect region of these stages. SERVQUAL scale is used in this measuring stage. SERVQUAL was originally measured on 10 aspects of service quality: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles. The simplified RATER (Reliability, Assurance, Tangibles, Empathy, and Responsiveness) model however is a simple and useful model for qualitatively exploring and assessing customers' service experiences and has been used widely by service delivery organizations. So these five physical dimensions are converted into mathematical percentage and then calculate the average percentage to calculate the service quality. Tangibles: Physical facilities, equipment, and appearance of personnel. Reliability: Ability to perform the promised service dependably and accurately. Responsiveness: Willingness to help customers and provide prompt service. Assurance:...
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