David Summerton Business Consulting
What Customers Look For In Service Quality If you are making a product there are many different ways of assessing the quality of the finished item. This can include Functionality (what the product does), Performance (how well it does what it is supposed to do), Reliability (consistency of performance over time), Durability (how robust it …
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Four Basic Rules For Successful Service Management The need to set up and consistently run a smooth, effective and efficient Service system should never be underestimated as this will give you competitive advantage and continued control over the variables in the way that you work. The trick is to use the Four Vs of design …
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What Can Operations Teach Services? If we take time to steal some wisdom from the realm of Operational Management all managers can use their mantra for success regardless of the operational context. So, what should managers consider as a road map for success? The following pointers should be uppermost in your mind: Environmental sustainability, recycling …
How To Design A Truly Effective And Efficient Service Layout Identify the different tasks involved and their immediate predecessors: make sure that these tasks are analysed and mapped out so that you really understand what is involved in each. Once this has been done check to see the previous task fits into the task that …
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Using Total Quality Management In The Service Sector Understand and work out how to meet customer needs and expectations: how much do you really know about the needs and expectations of your customer. There is a real danger here of just assuming key pieces of information rather than asking some difficult questions about how what …
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Solving The Staffing Conundrum In The Service Sector - Employ Robots! A new hotel has opened in Japan that is entirely staffed by robots. Gone are the issues of staff arriving late, leaving early, having excessively long tea breaks, spending company time gossiping and stealing the pens! This is a serious attempt by the hotel’s …
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