Total Service Management: Case Study
Introduction:
Improving the service quality was the main target of any service organization from the early stage and since now this improving work is going on. TSM is totally a new and successful system in the service sector for improving service quality. TSM is completely the mathematical based analysis system with several numbers of improving tools. The transparency of this system is high because of conversion every physical property to mathematics. TSM is a complete work of measuring service level, performance with analyzing, improving and controlling stage. SEVQUAL scale is an effective scale to measure the service level with its five dimensions Reliability, Assurance, Tangibles, Empathy, and Responsiveness. This scale is widely used in measuring service quality in hotel industries, air cargo, hospital and many other organizations. After measuring service quality DMAIC is a flow process by which it is easy to identify major problem and sequentially analyzing, improving and controlling stages can be achieved. In this experiment a union parisad is to select for implementing TSM for improving the service level as well as to reduce the harassment of the general people of Bangladesh who are living under the poverty line and have no consciousness about government facilities. TSM is only best solution of improving the service quality of those organizations.
Researcher from different areas and eras are continuously developing the methods of improving any system. Mei et al. (1999) examined the dimensions of service quality in the hotel industry in Australia. They used the SERVQUAL instrument as a foundation and developed a new scale called HOLSERV scale, a new instrument to measure service quality in the hotel industry. [1]
Perceived service quality derives from the individual service encounter between the customer and the service provider, during which the customer evaluates quality and develops satisfaction or dissatisfaction (Bitner et al., 1990). [2]
Considering
Improving the service quality was the main target of any service organization from the early stage and since now this improving work is going on. TSM is totally a new and successful system in the service sector for improving service quality. TSM is completely the mathematical based analysis system with several numbers of improving tools. The transparency of this system is high because of conversion every physical property to mathematics. TSM is a complete work of measuring service level, performance with analyzing, improving and controlling stage. SEVQUAL scale is an effective scale to measure the service level with its five dimensions Reliability, Assurance, Tangibles, Empathy, and Responsiveness. This scale is widely used in measuring service quality in hotel industries, air cargo, hospital and many other organizations. After measuring service quality DMAIC is a flow process by which it is easy to identify major problem and sequentially analyzing, improving and controlling stages can be achieved. In this experiment a union parisad is to select for implementing TSM for improving the service level as well as to reduce the harassment of the general people of Bangladesh who are living under the poverty line and have no consciousness about government facilities. TSM is only best solution of improving the service quality of those organizations.
Researcher from different areas and eras are continuously developing the methods of improving any system. Mei et al. (1999) examined the dimensions of service quality in the hotel industry in Australia. They used the SERVQUAL instrument as a foundation and developed a new scale called HOLSERV scale, a new instrument to measure service quality in the hotel industry. [1]
Perceived service quality derives from the individual service encounter between the customer and the service provider, during which the customer evaluates quality and develops satisfaction or dissatisfaction (Bitner et al., 1990). [2]
Considering
References: [1] Mei, A.W.O., Dean, A.M., White, C.J., 1999. Analyzing service quality in the hospitality industry. Managing Service Quality 9 (2), 136–143. [2] Bitner, M.J., 1990. Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, Chicago 54 (2), 69–83. [3] Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1988. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 (1), 12–40. Gro¨ nroos, C., 1984. A service quality model and its marketing implications. European Journal of Marketing 18 (4), 36–44. [4] Getty, J.M., Thompson, K.N., 1994. A procedure for scaling perceptions of lodging quality. The Council on Hotel, Restaurant and Institutional Education 18 (2), 75–9. Saleh, F., Ryan, C., 1991. Analyzing service quality in the hospitality industry using SERVQUAL. Service Industries Journal 11 (3), 324–346. [5] Manual of Union Parisad 2009.