Mgt374 Week 3 Notes

MGT374- Session 3

Service Quality:

5 dimensions of quality- also mentioned in the simulation manual

• This needs to be done in the simulation
• Having a range in order to meet varying customer needs

How to measure service quality:

• Questionnaire
• Gaps in services that lead to service failure and dissatisfaction
• If we break down service process we can identify gaps and then thrink them
• Servqual: for your type of business, what is the expectations? You interview the perspective customers. Theres a whole array of questions that you answer too. Then you rate the specific businesses based on different things. This identifies what are the things your specific customers value which allows you to see “are be good at the things they value” “are we wasting resources”

Also can survey other unis to compare

• Check sheets reduce the risks of service failures it is an example of a poka-yoke device

Service package: if we can design around the service package we can meet and exceed our customers expectations

Pocka yok device: any device that increase the chances of success or decrease the risks

Tauguchi: talks about robustness, we must design our service in a way that is not specific to the ideal or homogenous expectations

• We should design services to be abele to meet customers expectations under varied and adverse situations so that when it is ideal it works out

QFD: tool that’s used to design services to meet customers expectations. We want to design services to meet specific objectives bettr than competition (in the design). It is a quality planning tool.

Harder to manage service:

1. Expectations are high
2. When there is a failure it is experienced simultaneously

4 categories of quality costs: prevention, detection, internal failure, external failure

Cost of good quality: prevention & detection

Costs of bad quality: Internal & external failure

Service recovery:

• When we fail we should look at it as an opportunity
• This is the opportunity to show the customer the lengths that we will go to satisfy a customer and show how important they are
• Sometimes providers build in small defects in order to show their service commitment
• Example: pizza pizza delivering their pizzas a couple minutes after the promised time so that they got it for free

Forecasting- The Competition

Simulation

• Make decisions BEFORE the season not in or right before
• Must do things in advance

Three Uses for forecasts:

1. Design the system

1. Use the system
2. Schedule the system

Features of Forecast

• What we forecast is influenced on what we know of what things are today and yesterday
• Based on precvious information

Aggregate forecasts tend to be more stable and accurate

• The further out the time, decrease in accuracy

3 Categories of Forecasting

1. Sujective(Jusdgemental)

• What going on today isn’t much on an inidication to help us forecast
• When todays info isn’t relevant there isn’t strong quantitative models but rather is based on expert opinions
• Can used historical analogies
• Even if its just an opinion it can be quite accurate and useful if its an expert opinion

1. Causal

• Mid range planning (1-10 years)
• Assumes data follows an identifiable position
• Use regression models
• Econometric models
• Can look at patterns for example temperature and emergency room attendance
• Regression models

1. Time Series ** focus on this one

• Short term (up to 1 year)
• Trend seasonality
• Cycles
• Random variatons
• Variety of formulas that can be used
• Not that one is better than rest they all make different assumptions