Tutorial Service Case Study

Quality Expectation

The target market, the mothers of the students in the University of Santo Tomas, has a very profound quality expectation for a tutorial service. This is due to the reason that a tutorial service is a factor that could uplift the academic performance of a student, thus generating higher grades or grades that will suffice as expected. Based from the focus group discussion with the target market, in terms of performance, the mothers wanted the tutorial service to be effective. In terms of being effective, it must help the student in the academic factor, thus generating higher understanding of the topics being tackled in school, and the generating higher grades. Assurance from each of the tutors is also expected by the target
The location of the tutorial service, as preferred by the target market, must be near the university, for safety and time measures. It must not exceed a walking distance of two kilometers from the respective university going to the tutorial center. The tutorial center is expected to provide facilities or working places wherein students are able to concentrate well on their tutorial session to be able to utilize and maximize the service being rendered. The ambiance inside the tutorial center must be inclined to learning rather than causing distraction to the students. The personnel and tutors likewise are expected by the customers to be as polite and approachable as possible, since these factors are also mentioned from the outcome of the FGD that was previously
The services offered by the tutorial center is considered to be valuable since it adds up to the business’ capacities. The service is specialized which creates a notion to the customer’s minds that it is mutually focused on those areas of intellectual skills, thus making the program effective in the imprints of the minds of the potential customers. Is considered to be rare since these courses, mathematics and reading skills, are offered specially and focusedly by the review center which is not being implemented by other tutorial centers. However, the product is not considered to be costly to imitate since other firms are capable of obtaining the program and services offered by Kumon by specializing on targeted subjects. Thus the product aspect of the business is considered to be a temporary competitive