How are service processes monitored? Travel, Tourism & Hotels Services

[DAWELAH]

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 ‎

[samer]

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

[Duke Okes]

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.

[Jim Wynne]

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.

[morgand]

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.

[Jennifer Kirley]

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.

[Sambasi]

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)

[DAWELAH]

Originally Posted by samer

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? ‎