In this module, you learned about the relationships between service quality, productivity, profitability and different perspectives of service quality, how to use GAP models for diagnosing and addressing service quality problems, hard and soft measures of service quality and common objectives of effective customer feedback systems.
You then learned about the key customer feedback tools, analysis, reporting and dissemination of this customer feedback, hard measures of service quality and the tools to anlayze and address service quality problems.
You then discovered the measure of service productivity, between productivity, efficiency and effectiveness and the key methods to improve service productivity, how to integrate all the tools to improve the quality and productivity of customer service processes and how TQM, ISO 9000, Six Sigma and the Malcom-Baldrige and EFQM approaches relate to managing and improving service quality and productivity.
You then learned about the implications of service-profit chain for service management and the integration of marketing, operation and human resource functions in service businesses and the characteristics of world class organizations.
Finally, you learned about the characteristics of world class organizations and their categorization into four levels of service performance, the essential requirements for moving a firm from low level to high level performance and the long term impact of customer centricity on profitability and shareholder value.
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