'Service quality management\r'

'This campaign study talks ab erupt the umpteen process gauge issues faced by a local mass charge company, SMRT. The company has to tranquillise remain utilitarian amidst mass crltlclsrn amongst the public due to ineffectual communication networks, inefficient aid and mingled problems in the sr. prudence. As a newly appointed senior manager, it is urgent that we work towards delivering a spunky feature service to our clients. There atomic number 18 umteen tools and choice improvement frameworks that we foundation consumption to improve existing service graphic symbol standards.The problems faced by the company range with over 10 breakdowns that pass water occurred In d span of two years. pay adequate to repetitive service disruptions, the previous CEO, Ms. precept Phaik Hwa who has apologized publicly and offered false promises, only fuddle more than service disruptions affecting or so 127,000 passengers including 1000 passengers stranded in from each one of the four paraphernalias that were st everyed. Malntenance Issues This Is one of the main problems that defecate Impacted the musical none of the services provided by SMRT.Various issues such(prenominal) as misalignment of tracks & deprivation of evacuation nd emergency plans wealthy person impacted the customers health and deem caused whatever of them a lot of inconvenience and seek There has been serious impact on the servicgs productivity due to the same problems as they stimulate not been up to(p) to successfully carry out their promised service. Even when the breakdowns happened, the accompaniment power systems did not turn on and this make the people stranded truly uncomfortable and claustrophobic. Excuses were given once once again to quickly dismiss these accusations.By using Demings 14 Points of caution, we could find out the root causes of the problem. 1 . Management Commitment: The senior perplexity had not been able to live up to the promises th at they have publicly given chiefly due to the Inefficiency of the senior management. Had the senior management a closer involvement In the lower-level operations, they might have been able to direct appriseed actions. 2. Understand Inspection: Due to the mixed problems mentioned above, it was primary(prenominal) for the senior managers to gather relevant randomness regarding the frequently occurring problems.This suggests that the communication networks be not very efficient and this wlll be further discussed later In the report, 3. repair Constantly: The Jepanese have developed d technique called â€Å"Kdlzen”, which means â€Å"Continuous proceeds”. This could be used to check into that lumber standards and customer expectations are met by invariably developing all dimensions of the service prov10ea. 4. set Iralnlng: Atter one 0T tne DreaK00wns, around 60 maintenance staff were deployed to gather information and repossess the problem that had caused a 5 mo disruption in the services.However, their inefficiency to learn and determine the root cause of the problem suggests that SMRT invite to invest in provision. . Institute lead: Leaders should be coaches and mentor staffs kind of than checking on them. The senior management has renderably shown a wishing in leadership skills as they have only been self-aggrandising excuses and false promises. Inefficient Communication Networks: This is virtually opposite factor that contri barelyed to the reducing service quality of SMRT. Efficient communication between dissimilar levels of the business is very important to ferment an efficient and successful business.SMRT has been facing dissimilar barriers in communicating instructions and heart and souls from senior management to the operating evels and vice versa. The problems that have been occurring have not been reported mightily to the high authorities and hence not been able to receive instructions from the senior mana gement on how to proceed further and improve the quality of the service be provided. Using ISO standards as a benchmark, we can see that SMRT is not being able to maintain high service quality standards.Since ISO is internationally recognized, this serves as a adapted benchmark. There are some principles that take on to be followed in order to take aim their certification: 1 . Customer charge: SMRT needs to meet the equirements of the customers and exceed their expectations but they have failed to do so. They have not improved their service quality and hence, their customer experience. 2. Leadership: As mentioned earlier in the report, the leaders have not been able to achieve the goals set and have frustrate their very large customer base. . genuine draw near to decision-making: Since the employees are inefficient and have not been able to analyze entropy and information, their supervisors have not been able to suggest proper course of action. 4. System approach to manage ment: According to this principle, all processes are interrelated. Since at that place has been a lack of co-ordination amongst the employees of all level, SMRT has not been able to manage their technologically advanced systems.One other instance of lack of a coordinated communication systems was the spite and controversial message template that SMRT move to its taxi drivers asking them to seize the â€Å"income opportunity that arose because of the MRT breakdown. The car park citizenry has heavily criticized this inappropriate message further contributing to the declining public visit of the company. uggested Improvements Using Malcom Balbridge National Quality Awards 7 Criteria of Performance Excellence as the benchmark, there are quite a few improvements that could be suggested.To begin with: Leadership: sound leadership brings out the best out of every employee of the firm, since the resignation of the previous CEO, the certain CEO will take some time to settle into the position and it is important to make sure that he/she receives by the bye communication and proper assistance from other managers. Strategic Planning: It was very lick that the previous management have ot define their future strategies clearly and have not prepared proper contingency plans and this has made life difficult for the customers and the management of SMRT.To ensure that this does not happen in the future, SMRT could proceed a formal meeting with all stakeholders to develop a strong and efficacious strategy with the publics opinion as well as interpreted in mind. Also, regular track and t rain maintenance should be conducted to reduce the chances of such problems arising again. Customer think: Surveys could be conducted to understand the customers xpectations and SMRT could work towards fulfilling them.The constant service disruptions have already caused the companys substitution class to decline and to make sure that this does not happen in the future, SMRT could look into developing proper plans. Measurement, compendium and Knowledge Management: The lapses in information and data have also caused cloggy problems to the company and SMRT should invest in training existing and hiring new skilled employees to analyze and report field data. Workforce Focus: It is important to constantly monitor, motivate and rain the workforce.As a happy workforce is more efficient and can provide higher service quality that an unmotivated one. This would also increase service quality. Process Management: Ensuring proper contingency, emergency and evacuation plans during service disruptions can help increase quality and reduce the risk to customers, while indirectly improving the image of the brand. Results: Putting everything together, it is still important to get results and improve the customers image of the company while maintaining very high standards of service quality.\r\n'