- What are the main examples of product quality problems and service quality problems in the case study?
- Service quality impressions can be influenced by a whole package of attributes. In this case what does the package consist of?
- What are the main communications problems and difficulties apparent during this project?
- Which of the difficulties and apparent problems could have been avoided with better project planning?
- How important is the service quality in this king of project? What recommendations would you make to improve service quality in future project of this kind
- Would you recommend this service to a good friend?
John and Judy Bailey have been making renovations in their house for a while. After the renovation of several rooms, the next step was to renovate kitchen. The couple had precise requirements for the design of their future kitchen. After visiting several showrooms and meeting different specialists, they finally found Graeme who seemed to be the perfect person. Graeme had a large skills portfolio, a remarkable workshop, and several reference letters from past customers. His computer-aided design facility helped to draw the best design for the kitchen, and John and Judy agreed to conclude a deal. This entrepreneur will handle the whole project.
What are the main examples of product quality problems and service quality problems in the case study?
Throughout this report, we can see several product and service quality problems. Numerous events have affected the proper conduct of the site, and it became a nightmare for Judy and John. Nevertheless, at the beginning, Graeme was very professional, but at the end there was a poor level of service quality. The baileys agreed on the following contract terms:
-Full assurance that the contract price includes everything ;
-Extra costs for the plumber and electrician ;
-Graeme will furnish an Italian hob top and bench oven;
-Scaling of payment ;
-Beginning of the job in one month ;
The contract was more expensive than the baileys expected, but the presumed quality of the work was the main reason. Premium price will be charged, the couple had specific requirements and expectations about how the work will take place in the kitchen. Furthermore, the builder said that it will be a small job, which will be completed in two days, but it was not the case.
[...] There was also a lot of time wasted because Graeme didn’t answer the phone; this could also be avoided in the future for the good of his business How important is the service quality in this king of project? What recommendations would you make to improve service quality in future project of this kind? The service quality is a “series of activities designed to enhance the level of customer satisfaction before, during and after a purchase”. In other words, customer service is a process, a set of intangible actions designed to take care of a customer needs. [...]
[...] Moreover, the Baileys noticed additional elements which show the bad quality of the work done: - The extractor fan door was not found, while the supervisor said it was done. - Some of the small plastic domes were the wrong colors. - The “electric wall socket had been fitted too causing the malfunction of certain elements of the kitchen. - The Baileys have not seen Graeme since the beginning of the work, and it was not always easy to contact him by phone. [...]
[...] Service quality impressions can be influenced by a whole package of attributes. In this case what does the package consist of? In this case the Baileys had made a market study in visiting several showrooms in order to choose the best one. Their criteria are mainly focus on the kitchen’s design, the build and the installation service. By comparing these different showrooms they decided to deal with Graeme. The principle of one showroom is to detail all products in order to seduce future possible customers. [...]
«Overview of service quality.. What is service?. What is service quality?. What is the difference between service quality and manufacturing quality?. How to measure service quality?. Servqual.. How the scale was determined?. Other tools and theories about service quality.. Gronroos...»
«SERVQUAL consists of a model developed by Parasuraman, Zeithaml and Berry (1986) which helps measure service quality through a series of steps. It concentrates on the notion of perceived quality. "Perceived quality refers to a consumer's judgment about a product's overall excellence" (Zeithaml)....»
«Abstract. Introduction. Total Quality Management (TQM). Definition of service. Classification and types of services.. Key attributes of services.. TQM principles for the services sector. TQM in services vs. TQM in manufacturing. Elements of TQM in services.. Elements of TQM in...»
«Total Quality Management is a component of strategic managment, which improves an organization from top to bottom. In particular, it is a structured approach, which aims at enhancing customer satisfaction and loyalty through a continous improvement of services quality. Total Quality Management...»
«Introduction.. General discussion: Common usage of models in strategic management.. Different challenges facing managers.. Usage of conceptual models in strategic management.. The Boston Consulting Group Matrix explained and represented.. Reflection and evaluation of the strengths and weaknesses of...»
«Nowadays, in a stronger context of globalisation, companies have to face more and more complex challenges such as a higher international competition, emerging markets, many economic changes or new technological progresses etc. Strategic management decisions have to be completely successful in this...»