7. Figure 6.12 depicts the Service Quality ladder. Which rung in the ladder do y

Question

7. Figure 6.12 depicts the Service Quality ladder. Which rung in the ladder do you think is the most important in developing quality in a service organization and why?

QUALITY FUNCTION DEPLOYMENT Define voice of the customer in operational terms QUALITY SERVICE BY DESIGN Design service process for robustness and foolproof operation UNCONDITIONAL SERVICE GUARANTEE Focus operations and marketing on a service performance measure COST OF QUALITY Quantifying the cost of poor quality QUALITY TRAINING PROGRAMS Employee empowerment and responsibility for quality STATISTICAL PROCESS CONTROL Quality assurance during service delivery INSPECTION Quality checked after service delivered

Explanation / Answer

Inspection seems the most important rung in the ladder in developing the quality in a service organization.

All of the other rugs in the ladder is something which can be improved with the quality checks within the organization.

However, feedback from the customers is something which tells us where to improve. Service might be good in our eyes, but how customers perceive the product/service sold by us is most important for us to learn and to improve on what we make and how we deliver it. Thus, inspection or checking the quality of the service after the service is delivered to the customers is important in developing the quality in any service organization.

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