PolyTaste 2008: Service Audit Robert Hartman May‚ 2008 1 Agenda • • • • • • • What is a Service Audit? Dimensions of Service Guest Touch Points Event Environment Moments of Truth Observable Standards Audit Results 2 1 What is a Service Audit? • A Formal Study of Actual Service Performance – Based on Observable Standards – Performed by Disinterested Observers – Qualitative • Gathers Impressions • Characterizes Guest Experience – Quantitative • Gathers Data • Reports Operations
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Service means the process aimed at meeting customer expectations‚ which is fundamentally based on the direct or indirect interaction of the customer and the supplier. The result of the service typically manifests itself in an intangible form. Service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all levels (internal and external). It is an approach that leads to an increase of competitiveness‚ effectiveness and flexibility of the entire company
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Practice Session & Reflective Essay PRACTICE SESSION This assessment requires you to make an audio and visual recording of a practice session in which you apply interpersonal skills and then to write a reflective essay in which you reflect upon and critique your interpersonal skills used in the practice session. The scenario is to be a choice from those two listed in the Assessment Requirements Section of the Unit. INFORMATION ON RECORDING AND REFLECTIVE ESSAY The recording and the reflective
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A Framework for Managing the Quality of Health Services in N e w S o u t h Wa l e s “Improving safety and quality of care should be a central concern for all those in the healthcare system: policy makers‚ managers and health practitioners alike.” Taskforce on quality in Australian Healthcare June 1996 QUALITY AND BUDGET equal partners in health Quality Framework for NSW Health Steering Committee January 1999 NSWHEALTH 1 foreword With the increasing recognition
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Reflective Essay I started this quarter with the hope that I could improve my writing skills and become a better writer and learn and improve my writing processes. I do believe I have accomplished that to some extent. At the beginning‚ of the term when I would start to write an essay I would just write it no prewriting or preparing. Now I would have to say that I see the importance of research and outlines and redrafting papers. I am not going to get a perfect paper in just one draft. I need
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why not? Total quality service is more important today than it was ten years ago. Quality is a key factor in customer satisfaction and service is expected. In the past quality service may have been an afterthought to some companies‚ now it is essential to remain a competitive and successful business. Satisfied customers are the driving force that keeps a company in business. In my own experiences‚ when I have received poor service from a particular restaurant‚ store‚ service or company I tend
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governing bodies (NGB) have diverse methods of learning (e.g.‚ mentoring‚ communities of practice‚ reflective practice) have now become more respected within the conventional frameworks of qualifications (Cushion et al.‚
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Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s perception of specific dimensions of service: reliability‚ responsiveness‚ assurance‚ Empathy‚ tangibles. Satisfaction‚ on other hand‚ is more inclusive: it is influenced by perceptions of service quality‚ product quality‚ and price as well as situational factors and personal factors Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s
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Hotel You have been called in to advise the owners of an exclusive new luxury hotel. For the venture to succeed‚ hotel employees must focus on providing customers with the highest quality customer service possible. The challenge is to devise a way of organizing and controlling employees that will promote high-quality service that will encourage employees to be committed to the hotel‚ and that will reduce the level of employee turnover and absenteeism—which are typically high in the hotel business.
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So much as attempting to hold them in a normal way led me to quite a bit of physical discomfort and unnecessary tears. Regardless of how nice I tried to make each letter appear‚ it never looked quite as clear as I had hoped. Giving up on my practice in improving my handwriting was not really an option during that time under the constant pressure of adults telling me that it was unreadable. After five years of struggling to rectify my penmanship‚ I read an article on bettering handwriting. In bold
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