Quality Improvement Flashcards
(14 cards)
What is often the focus of quality improvement?
The production function
Quality improvement is frequently limited to areas directly involved in producing goods.
Which sector of the South African economy has a strong focus?
Tourism
The tourism industry is a significant part of the South African economy.
What should we expand our views on regarding quality?
Quality in the service industry
This includes looking beyond just production environments.
What is a key characteristic of services compared to goods?
Services are intangible
This means services cannot be physically touched or owned.
What is crucial to consider when dealing with services?
Customer’s perception of quality
Since services are intangible, how customers perceive them is vital.
What is the first impression of the quality of service often based on?
The responsiveness or willingness of the staff to assist.
First impressions play a crucial role in customer satisfaction and retention.
What does reliability refer to in customer service?
The ability of the front line staff to make good on promises.
Reliability is a key component of customer trust and loyalty.
What attitude should customer service embrace to create a positive quality perception?
Empathy (caring and attention to individual customer’s needs).
Empathy helps in understanding and fulfilling customer expectations.
What is often present in service delivery aside from intangible service?
A physical component.
Examples include quality products used in service, such as shampoo by a hairdresser.
Why is the quality of food important in a restaurant setting?
It is as important as the quality of the service given by the waiter.
Customers expect both quality food and quality service for a positive dining experience.
What type of leadership should a service organization have?
Value-driven leadership.
This type of leadership focuses on exceeding customer expectations through core values.
What core values should a business include to deliver outstanding quality service?
- Excellence through innovation
- Teamwork
- Respect
- Integrity
Incorporating these values into the organizational culture enhances service quality.
What happens if core values are incorporated into employee behavior?
The business will outperform other service undertakings without these values.
Strong values lead to better performance and customer satisfaction.
Fill in the blank: To register with Proudly South Africa, members must meet certain _______.
quality standards.
These standards ensure a level of service and product quality among members.
