Quality Service Management

The processes should focus on adding value without being unnecessary or overly complicated. • Look for pain points within the customer’s journey and think of ways to making improvements to the experience. • Look to the parts of the process that may be interfering with the satisfaction of the entire experience. • Consider asking for customer feedback to narrow down pain points • When establishing processes in terms of the “what to do” and “how to do”, you may use the SERVQUAL model – an empiric model designed by Zeithaml, Parasuraman and Berry to understand customer expectations before translating them into service quality specifications or processes.