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QSI

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Varun Suresh

This document discusses quality in the service industry. It defines service industries as those that provide work for others like transportation, utilities, restaurants, hotels, finance, media, personal services, and government. Quality is important in service industries for several reasons, including remaining customer-centric, continuously improving, maintaining efficiency, and staying competitive. Principles of quality include customer focus, leadership, employee involvement, process and systems approaches, continual improvement, and factual decision making. Advantages include setting minimum standards, strategic planning, increased growth, customer satisfaction, and better reputation. Disadvantages can include difficulty measuring quality, higher costs, and focusing too much on quality over business objectives.

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QUALITY IN SERVICE INDUSTRY A part of Group Presentation by Varun Of GroupVII
IT IS NOTTHE EMPLOYER WHO PAYS WAGES. HE SIMPLY HANDLESTHE MONEY. IT ISTHE CUSTOMERSWHO PAY - IrisWest - Allen
Introduction All institutions, whether for manufacture, service or other purposes, face problems of attaining quality Service is work performed for someone else. The recipient of the service (often called the client) may be an individual user an institution Both Service work may include sale of a product i.e. Sale of Food at Restaurant Definitions for 'service industries' usually exclude manufacture, agriculture, mining and construction.
Service Industries Public transportation. Public utilities (telephone communication, energy services, sanitation services). Restaurants, hotels and motels. Marketing (retail food, apparel, automotive, wholesale trade, department stores). Finance (commercial banks, insurance, sales finance, investment). News media. Personal services (amusements, laundry and cleaning, barber and beauty shops). Professional services (physicians, lawyers). Government (Defence, health, education, welfare, municipal services).
Need for Quality in Service Industry Customer Centric Continuous Improvement Efficiency Pressure to provide best product Remain Competitive To provide understanding Monitor products Strategic Advantage
Principles Customer Focus Leadership People involvement Process Approach Systems approach to management Continual Improvement Factual Approach to Decision making Mutually beneficial Relations
Advantages Sets Minimum Standards Complete plan and Strategy Increased business growth Critical Learning Experience Consumer satisfaction Reduced Employee turnover Better reputation IncreasedTurnover Better ROI
Disadvantages Difficulty in valuation Cutbacks Lack of emphasis on business objectives Higher costs Any means to reach impossible levels of quality Can lead to Companys failure as a whole

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QSI

  • 1. QUALITY IN SERVICE INDUSTRY A part of Group Presentation by Varun Of GroupVII
  • 2. IT IS NOTTHE EMPLOYER WHO PAYS WAGES. HE SIMPLY HANDLESTHE MONEY. IT ISTHE CUSTOMERSWHO PAY - IrisWest - Allen
  • 3. Introduction All institutions, whether for manufacture, service or other purposes, face problems of attaining quality Service is work performed for someone else. The recipient of the service (often called the client) may be an individual user an institution Both Service work may include sale of a product i.e. Sale of Food at Restaurant Definitions for 'service industries' usually exclude manufacture, agriculture, mining and construction.
  • 4. Service Industries Public transportation. Public utilities (telephone communication, energy services, sanitation services). Restaurants, hotels and motels. Marketing (retail food, apparel, automotive, wholesale trade, department stores). Finance (commercial banks, insurance, sales finance, investment). News media. Personal services (amusements, laundry and cleaning, barber and beauty shops). Professional services (physicians, lawyers). Government (Defence, health, education, welfare, municipal services).
  • 5. Need for Quality in Service Industry Customer Centric Continuous Improvement Efficiency Pressure to provide best product Remain Competitive To provide understanding Monitor products Strategic Advantage
  • 6. Principles Customer Focus Leadership People involvement Process Approach Systems approach to management Continual Improvement Factual Approach to Decision making Mutually beneficial Relations
  • 7. Advantages Sets Minimum Standards Complete plan and Strategy Increased business growth Critical Learning Experience Consumer satisfaction Reduced Employee turnover Better reputation IncreasedTurnover Better ROI
  • 8. Disadvantages Difficulty in valuation Cutbacks Lack of emphasis on business objectives Higher costs Any means to reach impossible levels of quality Can lead to Companys failure as a whole