PolyTaste 2008: Service Audit Robert Hartman May‚ 2008 1 Agenda • • • • • • • What is a Service Audit? Dimensions of Service Guest Touch Points Event Environment Moments of Truth Observable Standards Audit Results 2 1 What is a Service Audit? • A Formal Study of Actual Service Performance – Based on Observable Standards – Performed by Disinterested Observers – Qualitative • Gathers Impressions • Characterizes Guest Experience – Quantitative • Gathers Data • Reports Operations
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Measuring the Service Quality of Service Sector - A Case of Commercial Bank of Ethiopia R.Renjith Kumar‚ Asst. Prof and Head of the Department‚ Ilahia School of Management Studies‚ Ilahia College of Engineering and Technology‚ Muvattupuzha‚ Kerala Abstract Service sector is growing in Ethiopia which basically an agrarian country is trying to become a developing country in the North Eastern Africa. Banking services have gained significant role in this country due to increasing number of customers
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…………………………………………………………………………....………. 30. References ……………………………………………………………………..……………… 31. Appendix ………………….…………………………………………………………………… 32. I. Background to UPS United Parcel Service (UPS) is a package-distribution company which was established in Seattle‚ Washington‚ USA. UPS is a global leader in supply chain‚ logistics‚ and information services. The company operates in more than 200 countries and territories around the world‚ delivers over 15 million packages every day (Richard L. Daft‚ 2009). UPS started
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In the human service field‚ case records are constructed upon people who are coping with life’s difficulties‚ challenges and opportunities (Harms‚ 2007). Case records are written legal documents‚ and are used to monitor human phenomena. They provide a history of events that occurred during the period of study‚ any alterations that took place‚ and the effectiveness of specific actions (Swanborn‚ 2010). A crucial aspect of case records is reflective practice‚ for it enhances the construction and effectiveness
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1. How would your subordinates describe you as a leader? My subordinates would describe me as having a people oriented leadership style. They know that besides making sure the mission gets done‚ I will take care of them. My subordinates feel valued and get the recognition they deserve for the awesome jobs they do. 2. How would your supervisor describe your followership? My supervisor would describe me as a dependable‚ loyal‚ and caring follower. He knows that he can count on me to get any task
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The assignment critically discusses a reflective practice with regards to a clinical placement I undertook. In the following critical incident that I encountered I will utilize the Gibbs Reflective Model. Gibbs reflective model is fairly straightforward and encourage a clear description of the situation. Analysis of feelings‚ evaluation of the experience‚ analysis to make sense of the experience‚ conclusion and action plan where other options are considered and reflection upon experience to examine
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universally stated goal of current social work practice is the need for practitioners to use reflection in order to enhance‚ develop ‚improve and emancipate their own practice. In professional practice‚ the concept of reflective practice which entails a process of self-analysis‚ self-dialogue‚ self-evaluation and self-observation has long been a prominent concern. In recent years‚ there has been a growing literature concerned with reflective practice which is conceptualized as an approach that acknowledges
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Service means the process aimed at meeting customer expectations‚ which is fundamentally based on the direct or indirect interaction of the customer and the supplier. The result of the service typically manifests itself in an intangible form. Service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all levels (internal and external). It is an approach that leads to an increase of competitiveness‚ effectiveness and flexibility of the entire company
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to succeed‚ hotel employees must focus on providing customers with the highest quality customer service possible. The challenge is to devise a way of organizing and controlling employees that will promote high-quality service that will encourage employees to be committed to the hotel‚ and that will reduce the level of employee turnover and absenteeism—which are typically high in the hotel business. Questions 1. How do the various theories of management discussed in this chapter offer clues
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MANHAS SUBMITTED OF SYNOPSIS BY:- MISS. SUMITIKA GUPTA(ROLLNO 22) TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD). COMPANY:- HDFC BANK. DATE OF SUBMISSION:-15OF SEP;2012. Introducation of sevice quality:- In the days of intense competition‚ the banks are no different from any other consumer marketing company. It has become essential for the service firms in general and banks in particular to identify what the customer’s requirements are and how those
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