Moments of Truth: Call Taxi Service

Services management Course
Assignment on Moments of Truth
Service identified: Call Taxi service

Dissatisfied Satisfied Delight

Our team decided to perform the MOT assignment by going through the service of a call taxi service provider , and in the process identify key moments of truth , map our expectations against actual perceptions.

During the process there were moments of satisfaction , where the actuals met the expectations. These events are coded in green.

There were moments where the actuals were below the expectations , which is a moment of dis-satisfaction. These events are coded in Red

There were momenst where the actuals exceeded the expectations , these were moments of delight , these events were coded in Golden colour.

The moments of truth captured from the sequence of events defined in the table
Sno
Who
Process Step
Classification
Expectation
Actual Perception
Code
1
Team
Calling 044-24732020
Moment of Truth
Prompt in Attending Call
Prompt in Attending Call
:)
2
Call office
Call attended , Greeted
Moment of Truth
Collection of Necessary information & Courteous
Collection of Necessary information & Courteous
:)
18
Back Office
Booking number allotted and SMS recd , with reporting time as 6:45 pm
Moment of Truth
Acknowledgement
Acknowledgement
:)
19
Back Office at 6.45 pm got SMS on Driver number
Moment of Truth
Confirmation
confirmation
:)
23
Team
It took a while to identify the taxi as it was a regular innova car
Moment of Truth
Taxi Identification
No Special Visual Identification
:(
25
Driver
Driver reported at 7:10 pm and was not apologetic
Moment of Truth
Punctual Reporting
Delayed reporting , and no apology
:(
26
Driver
Driver was in a civilian dress
Moment of Truth
Driver presentation In Uniform
In Civlian Dress
:(
27
Driver
Driver came out of the car and opened the doors
Moment of Truth courteous reception
courteous