Critical Incident Report

Topics: Service, Customer, Service system Pages: 7 (2152 words) Published: October 13, 2013
Assessment 2: Authentic Tasks – Critical Incident Report

Executive Summary
This report is based around a dissatisfying service incident with Generic Removals. This incident is described by using the Critical Incident Technique questions as a framework for its description. Table of Contents

Executive Summary – Page 1
Part 1 Critical Incident Description – Pages 3-4
Part 2 Critical Incident Analysis – Pages 5-6
Part 3 Recommendations for Provider – Pages 7-8
References – Page 9
Part 1 Critical Incident Description
The dissatisfying service incident I have chosen to analyse occurred on the 5th June, 2012. My family and I employed Generic Removals, a suburban based removalist company, to move an assortment of furniture and other possessions from one property to another over a distance of approximately ten kilometres. I will now use the Critical Incident Technique questions as a framework for further describing the incident.

Circumstances Leading to the Incident
My family required an assortment of furniture and other possessions to be moved from one property to another over a distance of approximately ten kilometres. Prior to the service being conducted an employee of Generic Removals came to inspect the property and the items we wanted to be moved. During this process the employee stated that it would be feasible for all of our desired items to fit within the trucks used to do the moving and that the property that the items were being moved to had appropriate entrance ways for all of the furniture to be able to fit inside without causing any damage to the item themselves or the property. The employee also stated that the job would take approximately 7 hours to complete from start to finish.

What Occurred During the Incident?
The employees of Generic Removals arrived on time, on the 5th of June 2012 to the property from which the items were being removed. The removalists then began to package the items and furniture in preparation for loading the trucks, after this was complete the furniture was then loaded onto the trucks. Once the furniture was loaded onto the trucks we were notified by one of the employees that due to how much space the furniture took up inside the trucks, they would be unable to also load onto the trucks and move the other possessions that were required to be transported. The employee then informed us that we would either need to transport these items to the property ourselves or we could make an arrangement for another truck to come and move these items at a later date. This however, would prolong the time taken for the job to be finished and would make the total cost of the move a considerable amount higher. The furniture that was packed onto the trucks was transported to the destination, unloaded from the trucks and moved into the property. The total time taken to complete the service from start to finish was 9 hours which were all billable.

What Made the Incident Dissatisfying?
The incident was dissatisfying because the service was not performed to the specifics to which an employee explained that it would be. The employee who came and inspected the items that were to be moved incorrectly judged how much space the furniture would occupy in the truck. This caused the removalists to be unable to load and transport port all the items required. The alternate option the employee offered, moving it ourselves or hiring another truck at a later date, required a lot more time and money to be spent than initially planned. The service was also completed, from start to finish, in a longer time than what was specified by the employee.

What Could or Should Have Been Done Differently?
If the employee had correctly inspected the items that needed to be moved than the whole process of the service would have been completed more efficiently. By providing proper estimates on the space that the furniture would take up in the trucks, how many trucks would be needed to move the necessary items...


References: Asubonteng, P. Mccleary, K.J. & Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality, The Journal of Services Marketing, 10(6), pp. 62-81.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and it 's implications for future research", Journal of Marketing, Vol. 49 No. 4, pp. 253-68.
Zeithaml, V., Bitner, M. and Gremler, D. 2013. Services marketing. New York: McGraw-Hill Irwin.
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