Best Practices in Service Quality Measurement

OUTLINE (Return to Main)

Module 1 - Setting the context

Objectives:

• Introduce participants to each other
• Reinforce the importance of the service economy
• Set expectations for remainder of the seminar

Format:

• Lecture
• Participant introductions
• Classroom discussion about reasons for attending the seminar and company issues

Module 2 – Organizational assessment

Objectives:

• Get participants to assess their company culture, business model and customer base
• Allow participants to learn about each other’s companies and service quality measurement challenges

Format

• Small group discussion
• Large group report-out

Module 3 – Integrated architecture

Objectives:

• Explain the concept of a service quality information system
• Introduce the Customer Listening Post inventory tool
• Provide examples of best practices
• Conduct a gap analysis using the Customer Listening Post inventory tool

Format:

• Lecture
• Small group discussion
• Large group report-out

Module 4 – SERVQUAL

Objectives:

• Explain the SERVQUAL model
• Stimulate discussion about sources of service quality shortfalls

Format:

• Lecture
• Small group discussion

Module 5 – Implementing the measurement system

Objectives:

• Introduce concept of decision support
• Introduce concept of Closed Loop Process for measurement
• Discuss the “how-to” measurement details such as loyalty measures, questionnaire design and reporting

Format:

• Lecture

Module 6 – Employee engagement

Objectives:

• Introduce various methods of measuring employee engagement and internal service quality
• Demonstrate the value of linking employee metrics with operational or market performance metrics
• Provide overview of compensation and goal-setting practices

Format:

• Lecture
• Small group discussion

Module 7 – Setting service standards

Objectives:

• Introduce People and Process Linkage tools
• Discuss various methods of setting internal standards

Format:

• Lecture
• Small group discussion

Module 8 – Role of recovery in service excellence

Objectives:

• Discuss the importance of responding to service failures
• Provide examples of actual research projects demonstrating the link between recovery and future satisfaction

Format:

• Lecture

Module 9 – Integration

Objectives

• Have the participants develop and Action Plan for implementing the tools and concepts of the seminar

Format:

• Small group discussion
• Large group report-out

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