Question

should VISIT one of the companies on the Service Sector (Example: Cafe) during the visit have a note of the following as an example of the quality management in the service organization, and evaluate quality management.

Requirements:
- Arguments and justification.

   

Answer 1

During the visit to the service sector as a cafe, services that must be required to give for customers are tangible, reliability, responsiveness, assurance and empathy. These service dimensions show the quality of service of the organization (cafe). In cafe tangible needed to serve quality as they said in their advertisement and physical appearance, facilities as sitting arrangement, lighting, interior design all are necessary to build up the reputation and meet customer desire level.

Reliability that is most required in the service of the cafe that included continuous same and best serviceability to customers on time, consistently and error-free.

Responsiveness is required in cafe service to respond to the time taken to customer complaints.

Assurance is needed in cafe services to gain the trust of customers by being polite, sharing respect to the customer and by giving a discount.

Empathy is required which mean individual attention to the customer.

These are dimensions required for better service quality. For managing these dimensions some process required such as manually develop a process, minimize failure chances, conduct blueprint of service and test it before execution, service mapping, use of total quality management techniques etc.

*PLEASE RATE WITH A THUMBS UP *