Friday - 'tis the end of the second week of classes - and the lectures continue to provide interesting information relevant to our daily working lives. Professor Milind elaborated on service quality, using the ServQual model for illustration. In essence the model has five features that must be taken into account when dealing with service or the quality of service:
i. Reliability
ii. Responsiveness
iii. Assurance
iv. Tangibles
v. Empathy
To be noted that there are gaps as well that need to be considered:
i. not knowing what customers want
ii. incorrect design/quality standards
iii. not delivering to standards
iv.performance not matching promise
The main issues to learn from this lecture is the importance of service to your customers - we must encourage feedback and must act quickly on complaints.
Then we had a session from Professor Sengupta on linking customer values to busines sprocesses. We studied a case on easyjet airlines for better understanding of the concept. The session produced lively discussions and interactions.
The afternoon saw an intensive discussion on the case studies provided by Dr. Pandey - Process Industries Ltd and Petrochem.
Intersting to note are the recommendations given for improvements - I suppose the challenge is for us to implement these recommendations in our workplaces.
The week has ended well.
MKN
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