Methodology for assessing and improving the quality of services based on a process approach.  Assessment and improvement of the process of customer service in a restaurant

Anna Dobrowolska; Justyna Ossowska

Titles

Methodology for assessing and improving the quality of services based on a process approach. Assessment and improvement of the process of customer service in a restaurant

Abstract

The aim of this article is to present the methodology for assessing and improving the quality of service in a process approach, using the method of the process description and assessment typical of service organizations: Service Blueprinting and Walk Through Audit and demonstrating its practical application on the example of the service process of a real service organization – the customer service process in one of Wrocław’s restaurants.

The procedure and the advantages, and limitations of the methodology were demonstrated. Compared with other methods of assessing the quality of services, its advantages are related to the examination of the entire service process and quality assessment of each of its stages. The main disadvantages result from the limitations and drawbacks of surveys used in this methodology.

Practical application of the methodology of assessing the quality of service was shown on the example of the assessment process of customer service in the restaurant (located in the centre of Wrocław). A literature review of methods of assessing the quality of services and data collected among customers and employees of the analysed organizations was used.

It was found that it helps to identify the stages in the process of customer service in which the expectations of customers are not met and to determine the extent of improvement actions.

The aim of this article is to present the methodology for assessing and improving the quality of service in a process approach, using the method of the process description and assessment typical of service organizations: Service Blueprinting and Walk Through Audit and demonstrating its practical application on the example of the service process of a real service organization – the customer service process in one of Wrocław’s restaurants.

The procedure and the advantages, and limitations of the methodology were demonstrated. Compared with other methods of assessing the quality of services, its advantages are related to the examination of the entire service process and quality assessment of each of its stages. The main disadvantages result from the limitations and drawbacks of surveys used in this methodology.

Practical application of the methodology of assessing the quality of service was shown on the example of the assessment process of customer service in the restaurant (located in the centre of Wrocław). A literature review of methods of assessing the quality of services and data collected among customers and employees of the analysed organizations was used.

It was found that it helps to identify the stages in the process of customer service in which the expectations of customers are not met and to determine the extent of improvement actions.

Keywords

quality, service, method of assessing quality of services, assessment of services, process, process improvement

References

Dobrowolska, A., & Skowrońska-Szmer, A. (2012). Zastosowanie metody Walk-Through Audit w mikroprzedsiębiorstwie usługowym. In M. Salerno-Kochan (ed.). Wybrane aspekty zarządzania jakością. Kraków: Wydawnictwo Naukowe PTTŻ, pp. 110–115.

Douglas, J. (2015). Mystery shoppers: An evaluation of their use in monitoring performance. TQM Journal, 27(6), 705–715.

Fitzsimmons, J.A., & Fitzsimmons, M.J. (2008). Service Management. Operations, Strategy, Information Technology. New York: McGraw-Hill.

Gremler, D.D. (2004). The critical incident technique in service research. Journal of Service Research, 7(1), 65–89.

Lai-Ping Leong Koljonen, E., & Reid, R.A. (2000). Walk-through audit provides focus for service improvements for Hong Kong law firm. Managing Service Quality: An International Journal, 10(1), 32–46.

Łuczak, J., & Matuszak-Flejszman, A. (2007). Metody i techniki zarządzania jakością. Kompendium wiedzy. Poznań: Quality Progress.

Ossowska, J. (2015). Doskonalenie procesu obsługi klienta według wymogów jakościowych na przykładzie wybranego przedsiębiorstwa (Improvement of customer service process by the qualitative requirements – case study of chosen enterprise). Master thesis. Wrocław: Politechnika Wrocławska.

Shostack, G.L. (1984). Designing services that deliver. Harvard Business Review, (January), 133–139.

Stauss, B. & Weinlich, B. (1997). Process‐oriented measurement of service quality: Applying the sequential incident technique. European Journal of Marketing, 31(1), 33–55.

Information

Information: Jagiellonian Journal of Management, Volume 2, Issue 3 (2016), pp. 193 - 204

DOI: https://doi.org/10.4467/2450114XJJM.16.014.5846

Article type: Original article

Titles:

English:

Methodology for assessing and improving the quality of services based on a process approach. Assessment and improvement of the process of customer service in a restaurant

Polish:

Methodology for assessing and improving the quality of services based on a process approach. Assessment and improvement of the process of customer service in a restaurant

Authors

Anna Dobrowolska

Wrocław University of Science and Technology, Department of Computer Science and Management

Justyna Ossowska

Parker Hannifin Europe Shared Service Centre

Published at: 24.10.2016

Article status: Open

Licence: None

Percentage share of authors:

Anna Dobrowolska (Author) - 50%

Justyna Ossowska (Author) - 50%

Article corrections:

-

Publication languages:

English

View count: 1652

Number of downloads: 1611

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