Professional Documents
Culture Documents
Quality Service
Standards
Presented to:
PROF. RIAZ AHMAD MIAN
Presented by:
Maryam Mubeen (M10mba042)
Dania Shah (M10mba069)
Anum Arshad (M10mba043)
Irum Iftikhar (E09mba035)
Acknowledgement
QualityServiceisabusinessadministration
termwhichdescribesacomparisonof
expectationswithperformance.
DifferentPerspectivesof
ServiceQuality
GAP MODEL
Contd.
GAP1:
Gapbetweenconsumerexpectationand
managementperception:
Gapbetweenmanagementperceptionand
servicequalityspecification:
Gapbetweenservicequalityspecification
andservicedelivery:
Contd.
GAP4:
Gapbetweenservicedeliveryandexternal
communication:
Gapbetweenexpectedserviceand
experiencedservice:
Thisgapariseswhentheconsumer
misinterpretstheservicequality.
Security:
Representsthecustomerbeingfreefrom
danger,riskordoubtincludingphysicalsafety,
financialsecurityandconfidentiality
Contd.
Access:
Referstoapproachabilityandeaseof
contact.Forexample,convenientoffice
operationhoursandlocations.
Communication:
Meansbothinformingcustomersina
languagetheyareabletounderstandand
alsolisteningtocustomers
Contd.
Knowingthecustomer:
Meansmakinganefforttounderstandthe
customer'sindividualneedsandproviding
individualizedattention.
Tangibles:
Arethephysicalevidenceoftheservice,for
instance,theappearanceofthephysical
facilitiesandequipmentusedtoprovidethe
service.
Contd.
Reliability:
Istheabilitytoperformthepromisedservice
inadependableandaccuratemanner.
Responsiveness:
Referstothereadinessandwillingnessof
employeestohelpcustomersinproviding
prompttimelyservices.
Measuringservicequality:
Measuring service quality may involve both
subjective and objective processes. In both cases,
it is often some aspect of customer satisfaction
which is being assessed. However, customer
satisfaction is an indirect measure of service
quality.
Contd.
Measuringsubjectiveelementsofservice
quality
Subjective processes can be assessed in
characteristics and in problems assessed by
'Frequenz Relevanz Analyse' a German
term. The most important and most used
method with which to measure subjective
elements of service quality is the Servqual
method
Contd.
Measuring objective elements of service
quality
Objective processes may be subdivided into
primary processes and secondary processes.
The accurate measurement of an objective aspect
of customer service requires the use of carefully
predefined criteria.
Contd.
Principle 2: Service Management:
The service unit should manage its resources
effectively and in a manner consistent with
flexibility, innovation and continuous
improvement in the quality of service delivered
to service users.
SQS4The roles and responsibilities of all staff,
managers, the Management Committee and/or
the Board or other decision-making bodies
should be clearly defined.
Contd.
SQS5The service unit/agency implements
effective staff recruitment, contracting,
development, training, assessment, deployment
and disciplinary practices.
SQS6The service unit regularly plans, reviews
and evaluates its own performance, and has an
effective mechanism by which service users,
staff and other interested parties can provide
feedback on its performance.
Contd.
SQS 7 the service unit implements policies and
procedures to ensure effective financial
management.
SQS 8 the service unit complies with all relevant
legal obligations.
SQS 9 The service unit takes all reasonable steps
to ensure that it provides a safe physical
environment for its staff and service users.
Contd.
Principle 3: Service to Users:
The service unit should identify and respond to
specific service users needs.
SQS 10 The service unit ensures that service
users have clear and accurate information about
how to enter and leave the service.
SQS 11 The service unit has a planned
approach to assessing and meeting service users
needs (whether the service user is an individual,
family, group or community).
Contd.
Principle 4: Respect for Service Users Right:
The service unit should respect the rights of the
service users in all aspects of service operations
and delivery
.
SQS 12 The service unit respects the service
users' right to make informed choices of the
service they receive as far as practicable.
Contd.
SQS 13 The service unit respects the service
users rights in relation to private property.
SQS 14 The service unit respects the service
users rights for privacy and confidentiality.
SQS 15 Each service user and staff member is
free to raise and have addressed, without fear of
retribution, any complaints he or she may have
regarding the agency or the service unit.
contd.
ISO ( International Organization
for Standardization)
ISO has a membership of 164* national standards
bodies from countries large and small,
industrialized, developing and in transition, in all
regions of the world. ISOs portfolio of over 19
100* standards provides business, government
and society with practical tools for all three
dimensions of sustainable
development:economic, environmental and
social.
Contd.
Contd.
One cornerstone of ISO 9000 is continual
improvement.
.ISO 9000 is a flexible standard that lays down
requirements for an organization to follow, but
allows the organization to fulfill these
requirements any way they choose.
Contd.
ISO 9000 is seen in every sector of the business
world, and its success is a testament to its worth.
With a combination of continual improvement
and corrective actions tenets of ISO 9000 a
business will create processes that run smoothly
and efficiently.
A Customer Focus
customeristheprimaryfocusofa
business.Byunderstandingandresponding
totheneedsofcustomers,anorganization
cancorrectlytargetingkeydemographics
andthereforeincreaserevenuebydelivering
theproductsandservicesthatthecustomer
islookingfor.
Contd.
Good Leadership
A team of good leaders will establish
unity and direction quickly in a business
environment. Their goal is to motivate everyone
working on the project, and successful leaders
will minimize miscommunication within and
between departments.
Contd.
Involvement of people
The inclusion of everyone on a
business team is critical to its success.
Involvement of substance will lead to a personal
investment in a project and in turn create
motivated, committed workers.
Contd.
Process approach to quality management
The best results are achieved when
activities and resources are managed together.
This process approach to quality management
can lower costs through the effective use of
resources, personnel, and time.
Contd.
Management system approach
Combining management groups may
seem like a dangerous clash of titans, but if
done correctly can result in an efficient and
effective management system
Contd.
Continual Improvement
The importance of this principle is
paramount, and should a permanent objective of
every organization. Through increased
performance, a company can increase profits and
gain an advantage over competitors.
Contd.
Factual approach to decision making
Effective decisions are based on the
analysis and interpretation of information and
data. By making informed decisions, an
organization will be more likely to make the
right decision.
Contd.
Supplier relationships
It is important to establish a mutually
beneficial supplier relationship; such a
relationship creates value for both parties. A
supplier that recognizes a mutually beneficial
relationship will be quick to react when a
business needs to respond to customer needs or
market changes
Standards in the ISO 9000 family
ISO 9001:2008 - sets out the requirements of a
quality management system
ISO 9000:2005 - covers the basic concepts and
language
ISO 9004:2009 - focuses on how to make a
quality management system more efficient and
effective
ISO 19011:2011 - sets out guidance on internal
and external audits of quality management
systems
ISO 9001:2008
Contd.
Principle 2 Leadership
Leaders establish unity of purpose and direction
of the organization. They should create and
maintain the internal environment in which
people can become fully involved in achieving
the organizations objectives.
Contd.
Applyingtheprincipleofleadershiptypically
leads to:
Establishing a clear vision of the organizations
future
Setting challenging goals and targets
Establishing trust and eliminating fear
Providing people with the required resources,
training and freedom to act with responsibility
and accountability.
Contd.
Principle 3 Involvement of people
People at all levels are the essence of an
organization and their full involvement enables
their abilities to be used for the organizations
benefit.
Contd.
Applying the principle of involvement of people
typically leads to:
People understanding the importance of their
contribution and role in the organization
People identifying constraints to their
performance
People evaluating their performance against
their personal goals and objectives.
Contd.
Principle 4 Process approach
A desired result is achieved more efficiently
when activities and related resources are
managed as a process.
Contd.
Applying the principle of process approach
typically leads to:
Systematically defining the activities necessary
to obtain a desired result
Establishing clear responsibility and
accountability for managing key activities
Analyzing and measuring of the capability of
key activities
Contd.
Principle 5 System approach to
management
Identifying, understanding and managing
interrelated processes as a system contributes to
the organizations effectiveness and efficiency in
achieving its objectives.
Contd.
Applying the principle of system approach to
management typically leads to:
Structured approaches that harmonize and
integrate processes
Targeting and defining how specific activities
within a system should operate
Continually improving the system through
measurement and evaluation.
Contd.
Principle 6 Continual improvement
Continual improvement of the organizations
overall performance should be a permanent
objective of the organization.
Contd.
Applying the principle of continual
improvement typically leads to:
Providing people with training in the methods
and tools of continual improvement
Establishing goals to guide, and measures to
track, continual improvement
Recognizing and acknowledging improvements.
Contd.
Principle 7 Factual approach to decision
making
Effective decisions are based on the analysis of
data and information.
Contd.
Applying the principle of factual approach to
decision making typically leads to:
Making data accessible to those who need it
Analyzing data and information using valid
methods
Making decisions and taking action based on
factual analysis.
Contd.
Twomajorsoftwarebuildingblocksare
requiredtoproactivelymanageservice
quality:apowerfuldata-aggregationengine
andanend-to-endservice-mappingtool.
Contd.
Thedata aggregator is designed to collect data
from a diverse range of sources.
With the service-mapping tool, its possible to
combine KQIs from multiple key performance
indicators (KPIs) across different service
resources.
Role of service quality in
banking services
Adapting SQ in banking industry has become
important because of its apparent relationship to
cost profitability, customer satisfaction
customer retention and positive word of mouth.
The consequent increase in competition between
conventional banks and Islamic banks has made
SQ a key differentiating factor for Islamic banks
to improve their market shares and their profit
positions.
Implementation steps provided
by Deutsche Bank for a bank
Islamicbanksproductsandservicesare
perceivedasofhighqualitybycustomers
becauseoftheconceptofdoingworkin
Islami.e.workisconsideredinIslamasa
typeofworship.
Contd.
Program for the Service
Industries
A Need for Quality Training and Assessment
It is a basic principle of vocational education and
training (VET) that participants should receive
quality training and be assessed according to
the robust requirements prescribed within
National Training Packages.
Contd.
Recognizing Quality in Training &
Assessment
This program, part of SSAs strategic work to
achieve quality skills outcomes throughout the
service industries,
Focuses on three key areas:
Quality training and assessment facilities
Quality trainers and assessors
Quality learning resources
Conclusion
Forprovidingqualityservice,standardsare
set.ISOistheorganizationresponsiblefor
standardization.ISO9001istheretomeet
QULITYMANAGEMENTSYSTEM.