Variability _ Noreen Ann

Sun Rises, Sun Sets.Clouds turn into blue, Clouds turn into dark.Everything Changes,

Nothing is left.

VariabilityThe quality or degree of being interchangeable or

variable.

•Services are highly

variable. Their quality

depends on who provides

them and when and

where they are provided.

Causes of Service

Variability• Services are produced and consumed simultaneously.•High degree of contact between the service provider and the guest• Lack of communication and heterogeneity of guest expectations

•When the product they receive is different and does not meet their expectations on the next visit, they often do not return.•When variability is absent we have consistency, which is one of the key factors in the success of a service business.

ConsistencyThe customers receive the expected product without

unwanted surprises

Steps in Reducing Variability and

Creating Consistency1. Invest in good hiring

and training procedures. (4C2R)

2. Standardize the service-performance process throughout the organization.

3. Monitor Customer satisfaction.