OpsQualityWeeks5and6_Spring2011

OpsQualityWeeks5and6_Spring2011 - 1 Managing Service...

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1 1 Managing Service Quality in Operations Week Dates Topics and Readings 5 Feb 14 – 18 The Nature of Service Encounters Readings (1) Chapter 9 : “The Service Encounter” 6 Feb 21 – 25 Managing Service Quality Readings (1) Chapter 6: “Service Quality ” & Chapter 8: “Process Improvement (2) McComb Note 3: “A Note on Service Quality” (NOTE: replaces pages 130 – 134 of the text) (3) Article 2: “Hospitals Own Up To Errors,” by Laura Landro, Wall Street Journal , August 25, 2009. Note these corrections to the syllabus (highlighted in bold) School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D. Mark A. McComb, CQE, Ph.D. Associate Professor of Management Science (4) Lecture Slides: “Managing Service Quality” 2 Remember one way we define “ service ” is as Experience + Outcome . The Service Encounter Triad is another way of looking at the service experience. Managing Service Quality in Operations Service Encounter Triad Service Organization Customer Contact Personnel Efficiency Versus Satisfaction Efficiency Versus Autonomy Service Delivery -Culture - Empowerment - Control Systems - Supporting Technology - Performance Evaluation - Selection Training - Expectations Perceived Contro School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D. - Training - Ethical Climate - Attitudes - Coproduction - Perceived Control - Role of Scripts -Outcome - Failure Recovery The result can be: (1) Encounter dominated by the service firm, (2) encounter dominated by contact personnel, or (3) encounter dominated by customer.
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2 3 Managing Service Quality in Operations While much of the history of management speaks about the role of “control,” increasingly firms need people to practice some form of self-control. But to be in a state of self-control , people must be provided the following (Juran): Knowledge of what they are supposed to do; Knowledge of their performance; Means of regulating their performance if they fail to meet the goals. Schwartz and Davis (1981) - Culture is a pattern of beliefs and expectations shared by the organization’s members. A firm’s view of control What is culture ? School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D. Mintzberg (1989) - Culture is the traditions and beliefs of an organization that distinguish it from others. Hoy and Miskel (1991) - Culture is shared orientations that hold the unit together and give a distinctive identity. A firm s view of control is often dictated by the firm’s culture . 4 Managing Service Quality in Operations Problem Customers Service failure Service workers face many challenges from the service encounter. 1. Unreasonable demands 1. Unavailable service 2. Abusive or hostile attitude 2. Slow performance 3. Inappropriate behavior 3. Unacceptable service 4. Unanticipated demands 5. Demands contrary to policies Use scripts to train for proper respons School of Business Service Operations Management, Spring 2011 Mark A. McComb, CQE, Ph.D.
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This note was uploaded on 10/25/2011 for the course ACC 201 taught by Professor A during the Spring '11 term at University of Minnesota Crookston.

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OpsQualityWeeks5and6_Spring2011 - 1 Managing Service...

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