Examples of Service quality model in the following topics:
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- RATER is a service quality framework that highlights five important business areas customers use to analyze strength or weaknesses.
- The RATER model is a service quality framework.
- Parasuraman, and Leonard Berry, who introduced the framework in their 1990 book Delivering Quality Service.
- The model highlights five areas that customers generally consider important when they use a service, and focuses on differentiating between customer experience and expectation.
- Gap 5: The perceived service quality gap.
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- The Service Quality Model, also known as the GAP Model, was developed in 1985.
- It highlights the main requirements for delivering a high level of service quality by identifying five ‘gaps' that can lead to unsuccessful delivery of service.
- Gap between service quality specification and service delivery: This gap may arise in situations pertaining to the service personnel.
- Gap between expected service and experienced service: This gap arises when the consumer misinterprets the service quality.
- List the GAP Model's five contributory factors of unsuccessful customer service
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- In the past, most companies focused on producing products or offering services without much emphasis on customers and wants.
- The emphasis was on the product or service per se.
- According to Philip Kotler, the product model is a management orientation that assumes that if a quality product is produced, and offered to consumers at a price they find to be acceptable, the company will be successful in the market place.
- Under the product model, management focuses on developing high quality products which can be sold at the right price, but with insufficient attention to what it is that customers really need and want.
- Advantages of the product model are that the cost of determining consumer preferences and the development of new products and services are minimized or eliminated because consumers are in some way captive.
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- Total quality management (TQM) is the continuous management of quality in all aspects of an organization.
- Quality management is the study of improving the quality of a company's products and services.
- Total quality management (TQM) promotes the importance of improving quality on a continuous basis.
- Quality tools: Quality tools are mostly model-based (i.e., flowcharts, cause and effect diagrams, scatter plots, etc.) and involve manipulating output data to identify weaknesses and/or areas for improvement.
- Employ the total quality management (TQM) perspective to identify how to improve quality and efficiency on a continuous basis
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- A firm employing a product orientation is chiefly concerned with the quality of its product.
- A firm employing a product orientation is chiefly concerned with the quality of its product.
- Consumers recognize product quality and differences in the performance of alternative products.
- Adopting the product orientation can be advantageous to a company, due to the fact that the cost of determining consumer preferences and the development of new products and services are minimized or eliminated because consumers are in some way captive.
- There are disadvantages to the product model, however.
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- Quality control is used to evaluate and address the quality of the goods a business provides.
- Quality control is a business procedure used to assess the quality of a company's products or services against benchmarks determined by the company, industry standards, or clients/customers.
- Quality control and quality assurance have different purposes.
- Most importantly, a quality control process should be an ongoing process.
- Deficiency in any of these three aspects increases the risk of inferior products or services getting to market.
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- Boundless is a Boston-based education technology startup that believes that universal access to quality education is a right, not a privilege.
- Founded in 2011 on the principle that universal access to quality education is a right, not a privilege, Boundless is a Boston-based education technology startup that provides high-quality, low-cost educational content in a revolutionary, award-winning teaching and learning platform.
- Currently serving over 5 million students and educators every month, Boundless has partnered with institutions across the country to bring our textbook-replacement model into the classroom.
- Boundless offers a library of over 10,000 content educational modules in over 20 introductory-college subjects, as well as custom content-creation services for institutional partners.
- Our modular, highly customizable, outcomes-focused content represents a new model for textbooks that provides educators with the control they want and students with the quality and affordability they need—and our one-of-a-kind authoring platform enables educators and experts to constantly improve our content, so you never have to wait for the next book edition for the most up-to-date information.
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- By understanding donors' needs and experiences, Red Cross managers can determine strengths and weaknesses of the donation service process and make adjustments if necessary.
- Quality tools: Discussion of the details of quality tools extends beyond the scope of this chapter, but there are seven basic quality tools that are used by front-line workers and managers in monitoring quality performance and gathering data for quality improvement activities.
- For example, when a dental office designs the service process, it might have patients fill out a form that covers important information on general health issues, allergies, and medications.
- After studying the process, the workers came up with an idea to put all the items for a particular vehicle model in a blue plastic tote.
- Supplier quality: The focus on quality at the source extends to suppliers' processes as well, since the quality of a finished product is only as good as the quality of its individual parts and components, regardless of whether they come from internal or external sources.
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- Quality refers to the ability of a product or service to consistently meet or exceed customer requirements or expectations.
- Broadly defined, quality refers to the ability of a product or service to consistently meet or exceed customer requirements or expectations.
- When discussing quality one must consider design, production, and service.
- Quality of Design – intention of designers to include or exclude features in a product or service.
- Quality of conformance – refers to the degree to which goods and services conform to the intent of the designer.
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- Operations management transforms inputs (labor, capital, equipment, land, buildings, materials and information) into outputs (goods and services) that provide added value to customers.
- The arrow labeled "Transformation System" is the critical element in the model that will determine how well the organization produces goods and services that meet customer needs.
- Controlling the transformation process makes it extremely difficult for competitors to produce tape of the same quality as Magic Tape, allowing 3M to reap significant profits from this superior product.
- In the VHS tape market 3M had no proprietary manufacturing advantage, as there were many Asian competitors that could produce high-quality VHS tape at lower cost.
- A service example of the strategic importance of the transformation process is ING Bank, a banking company that conducts all banking transactions through the Internet, phone, and mail.