Dear Brothers,‎

Thank for your precious ideas and opinions that help us in improving our abilities to reach the ‎quality.‎

My question is, how are the services process monitored?‎

Thanks ‎

hello my freind,

Service process Monitoring?are u asking about service quality control or what?
this will be according to the activities of the service process ,
as example if it is for vehicles then it should be checking the maintained part as a road test, this is according to the activities ,
determine yr process activities first , yr question is not clear ?

salam

samer

Service processes are monitored the same as any other process. Define measures of effectiveness (how well the next process or customer is being served) and efficiency (how productive the process is). Measures of quality, cost and cycle time are applicable to any type of process.

You may want to Google the term "Servqual" which gives several parameters often used for service processes. They include: tangibles, reliability, responsiveness, assurance and empathy.

Good look with your service quality performance.

Ah, the power of the Cove (and the Internet) is in evidence. Two Covers from Saudi Arabia are able to communicate with each other through a server in Ohio. I guess you have to be of a certain age to appreciate what an amazing thing this is.

Moving back on topic, we need to know more about what "service processes" means, and what needs improvement.

If you are providing persons (hours/labor) to your customer as a service roll, you can also monitor your provided service (skilled bodies) by "proving" that the persons performing the work are qualified to do so. In these instances, we use hiring checklists based on statement of work or contractual requirements.

Telephone services are monitored by recording, or by a supervisor listening in on service calls either on a constant or sampling basis.

In-person services can be monitored by personal observation, camera recording and, perhaps less reliably, through follow-up conversations with the customer.

In any case the first task is to define successful service and how you would measure it. I agree it would be very helpful to know what kind of service we are discussing so I can think of a more specific answer.

Apart from evaluation of specific nature of the services, the following general measures may be applied:-
-Competence and Understanding of your organization’s needs
-Reliability and consistency in quality of services
-Accessibility,Responsiveness and information exchange with your organization
-Ensuring confidentiality of services offered
-Courtesy and Presentation (personal and official)

hello my freind,

Service process Monitoring?are u asking about service quality control or what?
this will be according to the activities of the service process ,
as example if it is for vehicles then it should be checking the maintained part as a road test, this is according to the activities ,
determine yr process activities first , yr question is not clear ?

salam

samer

Thanks for your kind reply,‎

To be specific, I work in company provides Travel, Tourism & Hotels services.‎
How the services provided such as reservation, check – in, check-out, room Make-up, ‎maintenance are monitored and recorded? ‎

Ah, the power of the Cove (and the Internet) is in evidence. Two Covers from Saudi Arabia are able to communicate with each other through a server in Ohio. I guess you have to be of a certain age to appreciate what an amazing thing this is.

Moving back on topic, we need to know more about what "service processes" means, and what needs improvement.


Thanks for your kind reply,‎

To be specific, I work in company provides Travel, Tourism & Hotels services.‎
How the services provided such as reservation, check – in, check-out, room Make-up, ‎maintenance are monitored and recorded? ‎

Hi Dawelah,

Unfortunately I do not have plenty of time at the moment but...

Pls check this out: Customer Satisfaction Surveys in Seaside Resorts (http://elsmar.com/Forums/showthread.php?t=16583)
(+ attachment)

and check out this 2 attachments at the end here.

If I have more time in the evening I propably can post you more stuff...


I would be glad if you would post here what you are going to propose to your company after finishing your searches & studies concerning this matter...

Greetings,
Nemain

By the way:

If you look at the picture scheme posted, the 2 other attachments speak about Gap 5.

And I urge you not to use this stuff unreflected - it is just an example.

In our company for instance we utilize a very different way & I am working on a new policy proposal inspired by SerQual, but utilizing only a part of this concept...

Have a great day!

By the way:

If you look at the picture scheme posted, the 2 other attachments speak about Gap 5.

And I urge you not to use this stuff unreflected - it is just an example.

In our company for instance we utilize a very different way & I am working on a new policy proposal inspired by SerQual, but utilizing only a part of this concept...

Have a great day!

Dear Nemain

Thanks for your kind reply. In your hotel, how do you monitor and record the performance of Check-In, Check-Out, ‎Reservation, Room Make-Up, Cleaning the Public Toilet ………….etc.‎

Pleas find attached an excellent guest survey research.‎

Thanks

Hi Dawela,

At present state we have:

- a guest comment card (distributed to the rooms 2 nights before departure) with a 20 to 40% return rate (depending on the hotel & month)

- monthly guest interviews carried out by our Guest Relation teams

- customer complaint statistics of our main Tour Operators (most of them make statistics - just ask their local representatives if you could get their stats for your hotel)

- procedures to increase direct guest contact of Guest Relation & management (e.g. a cocktail party for repeated guests & VIP's with our management etc.) plus a system to collect interesting comments obtained through such direct conversations

- in general a Guest Relation desk in all hotels as a kind of info center (I guess this is very common in seaside resorts)

A collection of guest comments & the statistics of the comment cards are discussed 2 times a month in the HOD meeting & important comments are brought to our management's attention daily by a good contact with the Guest Relation.

It makes a big difference already if you implement a system that ensures a direct reply on most of the complaints that anyone of your staff receives personally through any kind of guest contact.
Of course you have to train your staff concerning this matter - we found that many of them are afraid to speak about complaints that a guest told them because they feared to be taken responsible for it...
also a lot of our managers first had to learn that admitting mistakes is something they can benefit of and not a big NO NO...

Hope this was interesting for you & sorry that it took me so long - I have a lot of work atm

Nemain

Thanks for your kind reply,‎

To be specific, I work in company provides Travel, Tourism & Hotels services.‎
How the services provided such as reservation, check – in, check-out, room Make-up, ‎maintenance are monitored and recorded? ‎
Hi ,
I run a restaurant and perhaps some of our methods may be useful. To measure quality as performance to expectation ... you can use SERQUAL model and a design customer satisfaction survey.

To ensure that the restauarnt is ready for service we have mise checklist to be done by all captains ie they check whether they have all the resources to do their job. We have designed a checklist and as quality is measure as against performance to specification.

In the kitchen, a quality check of all food mise ie to check whether the kitchen is ready for battle. This again done againsts a checklist.

You can understand that the a bad meal exeperience for a guest in arestauarnt does not necesarily start will staff, all aspects of the operatiosn, purchase ' has the fish been bought of the right quality, food hygiene, preventive mainatennace of equipment to make the your guets favourite dish
and it can go on.

Each process in the restauarnt has quality measure.

I hope this helps