Recently I came across some research from Cornell School of Hospitality. I suspect it is applicable to all service industries. The research said that most service problems arise from only 5 areas and these are all "employee related" :
- Not defining and communicating issues
- Not focusing on training and educating employees
- Not defining and improving processes
- Not evaluating the results and providing feedback
- Not catching people doing something innovative and right and then celebrate it
Explanation : Mistakes happen because ...
- what employee should do was never defined.
- communication - original or changed - never reached the employee.
- employees were untrained : they created service problems or missed opportunities to make a good impression.
- Processes of interaction with customers and colleagues were ill defined or inefficient.
- lack of evaluation - hence not being aware that the same problem is happening again and again
- there is a lack of motivation or / and lack of visibility of seeing the effect of one’s actions on others
Would like to know among these 5 factors of service problems what would be weightage for each factor ?
ReplyDeleteAbove all how much "work load" plays role in service industry. or in other words it affects the above 5 factors?
Interesting. Must think through before reverting.
ReplyDelete