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Quality Practices In ServiceQuality Practices In ServiceIndustryIndustry
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Theoretical perspective
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What is service
Service is work performed for someone else
- JM Juran
Effective work of nonphysical product
- Ishikawa
Work done to meet some general need
- Oxford D
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The steps ofTqm for service firms
Define the target customer
a) Define the target customer from the
market
b)Define the major required items of t
he
target customers
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Clarify the critical quality elements
a) Clarify the major service function
b) Define the prioritized quality
characteristics and t
heir target
c) Establish evaluation method
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Kinds of Service Quality
Security
Availability
Comfort ability
Credibility
Punctuality Trustworthiness
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How Quality Assurances Are Implements in
Service Industry
Quality assurances are very important for the
service industry in order to deliver services
in accordance to the expectation of thecustomers.
Hence, more and more service industries are
nowadays implementing QA systems thathelp them to improve their services to
customers
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Steps To Implement QA In
Service Industry
Identify The Expectations Of The
Customers
DetermineThe Standards
Measure And Compare Performance
Analyze
plan
Control
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K
ingfish
er Airlines Airline group based in India
One of the best airlines in the world
Offers 375 daily flights over 71destinations ,with national and
international services
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Service Quality provided by
Kingfisher
All seat belts are identically folded very
meticulously in each seat
Clean and pleasure environment
Upon boarding the flight, it is apparent that how
much of care and attention is given topresentation
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Attitude
Th
eres someth
ing consistently professional, friendly,competent, and pleasing about the flight crew
This is presumably the result of
picking quality people and train them
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Branding
Branding is the practice where a company
will have their name and logo that aremanufactured to their standards
On Kingfisher flight just
about everything is branded including t
hewater containers,food boxes,gift pens and
even tissue boxes in the rest room
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Feedback
At the end of each flight ,no matter
,passengers are given feedback card and an
opportunity to join the king club
Five-StarHotelWithWings
King fisher is considered as a five-star airline
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Food
Top quality , nutritious and delicious food
Gifts
Each traveler is given pen,head phones as well as
a fresh lime juice drink after boarding Afresh copy of daily news paper in new Delhi is
found in the seat pocket of every seat
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Online-Ticket purchase
The process of purchasing ticket on line is
quite simple through the kingfisher website
Travel map
They should provide a real time video
traveler map on each seat backInformation such as air speed,outside
temperature ,departure time etc.
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Value
The cost of traveling Kingfisher is
remarkably low ,and typically cost less
than airlines of lesserquality
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Skytrax
QUALITYCERTIFICATION
Skytrax quality certification provides global recognition of anairline's front-line standards, and compliance with theWorld
Airline Quality Audit (WAQA) accepted standard.
5 Star Ranking :
The ultimate ranking, awarded to airlines achieving the
highest Quality performance (Assessed by skytrax)
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Kingfisher- 5 Star ranking
Air India - 3 Star ranking
Jet Airlines - 3 Star ranking
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