Mgt374 Week 3 Notes
MGT374- Session 3 Service Quality: 5 dimensions of quality- also mentioned in the simulation manual This needs to be done in the simulation Having a range in order to meet varying customer needs How to measure service quality: Questionnaire Gaps in services that lead to service failure and dissatisfaction If we break down service process we can identify gaps and then thrink them Servqual: for your type of business, what is the expectations? You interview the perspective customers. Theres a whole array of questions that you answer too. Then you rate the specific businesses based on different things. This identifies what are the things your specific customers value which allows you to see “are be good at the things they value” “are we wasting resources” Also can survey other unis to compareCheck sheets reduce the risks of service failures it is an example of a poka-yoke device Service package: if we can design around the service package we can meet and exceed our customers expectations Pocka yok device: any device that increase the chances of success or decrease the risks Tauguchi: talks about robustness, we must design our service in a way that is not specific to the ideal or homogenous expectations We should design services to be abele to meet customers expectations under varied and adverse situations so that when it is ideal it works out QFD: tool that’s used to design services to meet customers expectations. We want to design services to meet specific objectives bettr than competition (in the design). It is a quality planning tool.
Harder to manage service: Expectations are highWhen there is a failure it is experienced simultaneously 4 categories of quality costs: prevention, detection, internal failure, external failureCost of good quality: prevention & detection Costs of bad quality: Internal & external failureService recovery: When we fail we should look at it as an opportunity This is the opportunity to show the customer the lengths that we will go to satisfy a customer and show how important they are Sometimes providers build in small defects in order to show their service commitment Example: pizza pizza delivering their pizzas a couple minutes after the promised time so that they got it for free Forecasting- The Competition SimulationMake decisions BEFORE the season not in or right beforeMust do things in advance Three Uses for forecasts: Design the systemUse the system Schedule the system Features of ForecastWhat we forecast is influenced on what we know of what things are today and yesterday Based on precvious information Aggregate forecasts tend to be more stable and accurate The further out the time, decrease in accuracy 3 Categories of ForecastingSujective(Jusdgemental) What going on today isn’t much on an inidication to help us forecast When todays info isn’t relevant there isn’t strong quantitative models but rather is based on expert opinions Can used historical analogies Even if its just an opinion it can be quite accurate and useful if its an expert opinion CausalMid range planning (1-10 years) Assumes data follows an identifiable positionUse regression models Econometric models Can look at patterns for example temperature and emergency room attendance Regression models Time Series ** focus on this one Short term (up to 1 year) Trend seasonality Cycles Random variatons Variety of formulas that can be used Not that one is better than rest they all make different assumptions