DRIVE Service Quality 10D
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Transcript of DRIVE Service Quality 10D
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8/2/2019 DRIVE Service Quality 10D
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Service QualityDimensions
ADB MBA-10
Jay LeonidoErin Lumanta-SeaMadelyn PaclibarDonnabelle Pineda
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Outline
Introduction BananaLeaf Profile
Discussion -10 Dimensions of ServiceQuality
Summary
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Introduction
Established in August 2001 Specializes in Southeast Asian cuisine Currently has 8 branches in Metro Manila Offers catering servicesReceived the Philippines Best Restaurants award 7 times
Mystery ShoppingExperience:
Excellent
Good
Average
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TangiblesQueries Observation Remarks
. What are therestaurants facilities?
How clean is theplace?
Restaurant has an Asian feel Has its own restroom Availability of kiddie chairs
Place is relatively clean Couch is a bit worn out Banana leaves to be used asplates are on the counter nearcashier area
Used glasses are also in thecounter area Restroom is quite dirty
Retain existing
Reupholster chairs Banana leaves andused glasses should beplaced in separateareas
Repair defective bowlin restroom
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Tangibles (cont.)Queries Observation Remarks
What is the ambiance?
Are the employees wellgroomed?
Are the materialsassociated with service
visually appealing?
Cozy; use of dim light Spacious in layout but limited interms of seating area
Neat looking employees Women wear hairnet
Menu booklet is heavy and a bitold looking
Pictures are available on themenu for easy reference Variety of menu available
Place only the extrachairs as necessary
Retain existing
Print menu on a lightermaterial
Insert a symbol in themenu to indicate bestseller
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ReliabilityQueries Observation Remarks
Reservation How long did it take to
answer the phone? How long did it take to
complete thereservation?
At the RestaurantHow quick are they able
to attend to you?
4 rings before somebodyanswered Less than 3 minutes
No person in the receiving area;
Took 6 seconds beforesomebody approached us Quickly ushered to the tableonce reservation was found Menu was immediatelyprovided once seated ; diningware followed 3mins after
Update website onphone number Could offer copy ofmenu for advanceorder
Assign a person on
the receiving area
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Reliability (cont.)Queries Observation Remarks
How quickly werethe meals served?
Quality of food
Orders were not repeated Did not give an estimated timeMeals were served within 10minsafter placement of order butsteamed rice was not yet included
Food was served hot except for thesquid; it was good Pictures in the menu looks thesame with actual food when served
Waiter to repeatorder and give anestimate time Better to serve allfood at once, if not,Waiter can giveassurance that othermeals will follow
Freshly cook meals
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ResponsivenessQueries Observation Remarks
How quick they are: in taking orders?
In taking additional orders oradditional requests? in serving the food? when you requested for the
bill? in giving you the change?
Do the waiter offer to
serve/scoop the soup into yourcup?
ROLE PLAY: Spill some waterand observe how quick willthey react.
Quick response in takingorders and additional requests.
Took 810 minutes before thefood was served. Took 1 minute to get the bill Took 1 minute to get thechange.
No offer to scoop the soup into
cup.
Prompt in cleaning the mess.
Should offervalue added
service likeoffering thecustomer to geta food.
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Assurance: CredibilityQueries Observation Remarks
Check the correctnessof the charges madeon the bill.
Check for exactchange up to the lastcentavo.
Incorrect billing
Gave exact change.
Double check thebilling based on thepurchase orders.
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Assurance: SecurityQueries Observation Remarks
Look for sanitationpermit and other kinds ofpermitbusiness, etc
Is there a fire extinguisherdevice inside thepremises?
With sanitation permit andbusiness permit
With fire extinguisher insidethe kitchen.
Obtain acertification (ISO).
Secure a fireextinguisher withinthe dining premisesalso.
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Assurance: CompetenceQueries Observation Remarks
The security guard shouldnot take the role of areceptionist
Upon arrival at therestaurant, check if theyare prepared for
customers, including thosewith reservations
Observe waiters how theyworkswiftness on theiractions, not clumsy
No receptionist or securityguard. Any staff canaccommodate guests
It took around 5 seconds forthem to check our reservation
Some waiters are swift, someare not. A waitress spilledsome water on the floor whenrefilling our glass of water.
Staff are flexiblealthough there shouldbe a designatedperson who will attendto guests
Maintain fastaccommodation toguests
More training shouldbe conducted
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Assurance: Competence (cont.)Queries Observation Remarks
ROLE PLAY:
Ask for the details of foodserved from a nearby table.
The waiter is very familiarwith their menu. Heeven passed when Itested him if he couldshow me where is it inthe menu.
Maintain familiaritywith menu
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Assurance: CourtesyQueries Observation Remarks
During reservation,observe their tone.
How do theyconverse?
Upon arrival, dothey greet thecustomerscheerfully and withrespect?
Observe how theylead thecustomers to thetable.
The person on the other lineis polite
No welcome greetings forguests.The staff who attended tous doesnt seem to have anapproachable aura. Noteven one smile.
The staff instructed us tofollow leading to thereserved table and gave usthe menu list.
Maintain phone etiquette
Staff should help start thenice dine experience with awarm greeting to customersand maintain friendlyatmosphere
Staff should at least spend afew seconds to ask theguests if they wanted to takeorders already before theyleave the table
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Empathy: AccessQueries Observation Remarks
Do they have adedicated number for
reservations?
Are there enough peopleto serve you for yourneeds?
Is their counter positionedwhere the customers caneasily see in case theyneed something?
It was easy to contact theirnumber.
Not plenty of staff availableto serve during lunch time.
Counter located at themiddle of the establishment.However, our table is a bitenclosed with a wallblocking the view of thecounter
Maintain open phoneline
Designate stafftasked to observeoperations to attendto customer needsimmediately
Fix layout problem
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Empathy: CommunicationsQueries Observation Remarks
Are they easy toconverse with?
Is he listening and
paying attentionduring the ordertaking?
The manner by which the ordertaker explained certain menu
wasnt pleasing. Unfriendly tone ofvoice.Knowledgeable about theproducts but doesnt give usefulsuggestions / recommendations
Orders were recorded but were
not voluntarily repeated forcustomer to check if orders werecompletely taken
Staffs should betrained in proper
order taking (i.e. tobe polite, fast, andaccurate) so thatcustomers do notwaste time.
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Empathy: Understanding theCustomer
Queries Observation Remarks
Are they approaching thetable to ask for further
needs or orders even iftheyre not called?
Does staff ask if customeris satisfied or if food isgreat?
Are feedback slips freelyavailable?
Staff approaches the tableonly when called
Staff didnt bother to ask ifcustomers enjoyed the food
Feedback slips were neitherfound on the table nor weregiven to customers
Staffs should betrained when and
how to checkcustomer satisfactionand the importanceof getting feedback.
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Summary
HighExpectation
ActualExperience
Facility Repair/Renovation
Employee Trainings
Improvements
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Thank You