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www.humanikaconsulting.com
Improving Service Quality
Workshop
www.htc-consult.com
Purpose of Today
“To provide you with an opportunity to explore
ways to improve service quality”
Introductions
Please briefly introduce yourself, giving the following
information:
Name
Role and Responsibilities
How would you currently rate overall service quality out of 10?
Workshop Overview
Introduction
Service Quality in Context
The Service Quality Framework
Agreeing the ‘Service Goals’
Self-assessment against the goals to determine current gaps
Action Planning How to Communicate those goals to the wider team?
How to address any gaps identified?
How to internally and externally measure service quality into the future?
Keep Things Simple . . .
“Everything should be made as simple as possible, but not simpler.”
Albert Einstein
Today is really about four questions with regard to service quality. . .
Where are we now?
Current Service
Quality
Service
Excellence
Where do we want to be?
Defining Service
Goals
How will we get there?
Action
Planning
How will we know we are getting there?
Measuring Service
Quality
Service Quality in Context
It’s not only about price...It’s about Value
Price Vs Value
Understanding the ‘Risk Factor’
Why Bother Striving for ServiceExcellence?
Service and Profit
Excellent service is a profit strategy because it results
in:
More new customers
More business with existing customers, fewer lost customers
More insulation from price competition - excellent businesses can charge a premium price
Fewer mistakes requiring the re-performance of services.
What is Service Quality?
Reliability 32%
The ability to perform the promised service dependably and accurately
Responsiveness22%
The willingness to help customers and provide prompt service
Assurance19%
The knowledge and courtesy of employees and their ability to convey trust and confidence
Empathy16%
The caring, individualized attention provided to customers
Tangibles11%
The appearance of physical facilities, equipment, personnel, and communication materials
All customers are equal...but some are more equal than others
The top 20 percent of customers tend to generate the lion’s share of profits.
Companies only break even on the spending of the middle 70 percent.
The bottom 10 percent actually generate a loss.
Source: Deloitte
Service Excellence Doesn’t Happen in Isolation
Engaged Employees
Employees feel fully engaged with the business and are willing to give their all in support of achieving the companies goals
Quality System
Effective systems and procedures are in place, with effective training given to employees
Culture & Climate
The culture of the business is employee and customer focused and the ‘climate at work’ is positive
Effective Leadership
Continuous Improvement
ServiceExcellence
Employee Engagement - Some Evidence
Gallup Q 12 Survey
The Three Types of Employees
Engaged – employees work with passion and feel a profound connection to their company
Not Engaged – employees are essentially ‘Checked Out’. Sleepwalking through their working day
Actively Disengaged – employees aren’t just unhappy at work, they’re busy acting out their unhappiness
29%
55%
16%
Some Evidence
CIPD
Employee Engagement Survey
Actively Engaged
Moderately Engaged
Actively Disengaged
35%
57%
8%
CIPD Survey
Only 37% of employees had confidence in their senior management team
Only 34% trusted their senior managers
42% didn’t feel they were kept well informed about what’s going on in their organization
30% indicate that their manager rarely or never gives feedback on their performance
25% felt completely undervalued
Only 50% of employees feel that their senior managers have a clear vision of where the organisation is going
The Human Equation
Employees
EngagedEmployees
Employees
Lead to
Processes
Productivity, efficiency and
quality
Processes
Resultsin
Results
Outcomes Achieved &
Satisfied Customers
Results
Engaged employees deliver better results. Effective leadership engages employees!
Exercise
In your pairs/groups, identify how well you currently perform
against the Service Excellence Model.
Take 15 mins.
Service Excellence Doesn’t Happen in Isolation
Engaged Employees
Employees feel fully engaged with the business and are willing to give their all in support of achieving the companies goals
Quality System
Effective systems and procedures are in place, with effective training given to employees
Culture & Climate
The culture of the business is employee and customer focused and the ‘climate at work’ is positive
Effective Leadership
Continuous Improvement
ServiceExcellence
How do you know?
How do you rate in these areas?
The Service Quality Framework
The Route to Excellence
The Route to Service Excellence
ExperienceExpectations Evaluation
What are your customers’
common and specific
expectations?
How do you define them?
Physical
Products
People
Procedures
How does the experience you
offer rate against the quality continuum?
Are you exceeding your customers’ expectations?
How do you know?
Where are we now?
Current Service
Quality
Exercise
In your pairs/groups, identify what you believe are the key
service quality issues to be addressed.
Use the framework to guide your discussions.
Take 20 mins.
Achieving Consistency (S)
The Route to Service Excellence
ExperienceExpectations Evaluation
What are your customers’
common and specific
expectations?
How do you define them?
Physical
Products
People
Procedures
How does the experience you
offer rate against the quality continuum?
Are you exceeding your customers’ expectations?
How do you know?
Where do we want to be?
Defining Service
Goals
Service Goals Concept –‘Standards’ versus ‘Goals’
Sample
Service
Goals
The exterior and surroundings of the establishment are always well maintained,
create a positive first impression and are safe and secure for customers. Smoking
areas are regularly tidied.
The appearance and hygiene of employees is always good and they consistently
wear name badges.
The presentation and quality of facilities within the establishment is always of a high
standard.
Toilets are well maintained and presented at all times and offer a pleasant,
comfortable and hygienic environment.
All customers receive a prompt acknowledgement upon entering and a warm
welcome is given with appropriate eye contact and a smile.
Orders are always taken in a pleasant and professional manner. Up-selling skills
are used in a non-intrusive manner.
What are your thoughts on adopting this approach?
Encourage your employees to put their
personal signature on the job as they work
to achieve the service goals
Get them to think about things they can
do for your customers to make them feel
special – things which leave a memory
and makes them want to come back
Exercise - How do you rate currently against the goals?
Date -
How do we Rate?
Our Service Goals Poor Acceptable Good Excellent Exceptional
Scoring 0 1 2 3 4
1. The exterior and surroundings of the establishment was well
maintained, created a positive first impression and was safe and
secure for customers. Smoking areas were regularly tidied.
2. The appearance and hygiene of employees was good and they
consistently wore name badges.
3. The presentation and quality of facilities within the establishment
was of a high standard.
4. Toilets were well maintained and presented at all times and offered
a pleasant, comfortable and hygienic environment.
5. All customers received a prompt acknowledgement upon entering
and a warm welcome was given with appropriate eye contact and a
smile.
6. Orders were taken in a pleasant and professional manner. Up-
selling skills were used in a non-intrusive manner.
How will we get there?
Action
Planning
Action Planning
Key Considerations
Who is going to take ownership for the initiative?
What commitments are you ‘collectively’ prepared to make towards improving service quality?
Who will develop/finalise the service goals? By when?
How will you communicate those goals to the wider team?
How will you address any gaps identified?
How you will internally and externally measure service quality into the future?
How will we know we are getting there?
Measuring Service
Quality
Internal & External Measurement
Internal
Self-assessment by managers an employees
External
Link to Mystery Guest
Mystery Guest template - Extract
Date -
How do we Rate?
Our Service Goals Poor Acceptable Good Excellent Exceptional
Scoring 0 1 2 3 4
1. The exterior and surroundings of the establishment was well
maintained, created a positive first impression and was safe and
secure for customers. Smoking areas were regularly tidied.
2. The appearance and hygiene of employees was good and they
consistently wore name badges.
3. The presentation and quality of facilities within the establishment
was of a high standard.
4. Toilets were well maintained and presented at all times and offered
a pleasant, comfortable and hygienic environment.
5. All customers received a prompt acknowledgement upon entering
and a warm welcome was given with appropriate eye contact and a
smile.
6. Orders were taken in a pleasant and professional manner. Up-
selling skills were used in a non-intrusive manner.
Use the four questions to guide you as you move forward. . .
Where are we now?
Current Service
Quality
Service
Excellence
Where do we want to be?
Defining Service
Goals
How will we get there?
Action
Planning
How will we know we are getting there?
Measuring Service
Quality
Thank You