This presentation was used for the Seminar workshop of the Quezon City Library Consortium which discusses the importance of Quality Costumer Service for Libraries
4. • TQM
• SERVICE QUALITY(SERVIQUAL)
• Service Industry
• Skills for Guest Services
5. Total Quality Management
• A process of managing quality, it must be
continuous way of life. A philosophy of
perpetual improvement of everything we do
(International Organization for Standardization)
8. Quality and Quantity
Effective and Efficient
• Quality = attribute or characteristic of a thing
• Quantity = it must be measurable
• Effective = achieving the desired outcome
• Efficient = productive with minimum waste or
effort
9. Aspects of Quality
• Quality of Design
• Quality of Conformance
• Quality of Performance
10. Quality of Design
• Is influenced by several factors:
Product type
Cost
Profit policy
Demand of the product
Availability of the parts and materials
Product reliability
11. Quality of Conformance
• When the product or service meets the
standard requirements of the organization.
This aspect covers
• Defect detection
• Defect root cause analysis
• Defect prevention
12. • Defect detection may be done through
inspection, testing or statistical data analysis
which is collected from process
• Defect root cause analysis are done to create
corrective actions in order to prevent
recurrence of the defect
• Defect prevention deals with the means to
deter the occurrence of defects and is usually
achieved by statistical control processes
13. Quality of Performance
• Is determined when the product or service
meets customer’s expectations. If customer’s
expectations are not met then corrective
actions are done to the design or
conformance stage
14. • We put everything together
• Quality is MEASURABLE
• QUALITY IS QUANTIFIABLE; in terms of its
design, conformance and performance
26. 9 10 15 16
1 Communication skills Clear communication Clear communication Clear communication 4
2 Persuasive speaking skills Persuasion skills 2
3 Problem solving Conflict resolution Ability to admit that you
don’t have all the answer
Goal-oriented focus 4
4 Negotiation Assertiveness Knowledge Knowledge of the product or
service
4
5 Tenacity 1
6 Positive performance Positive attitude Adaptability 3
7 Self-management Depersonalization Thick skin Acting skills 4
8 Self-control Self-control Self-control Ability to handle surprises 4
9 Patience Patience 2
10 Positive language Positive language Positive language 3
11 Empathy Empathy Empathy 3
12 Ability to read customers 1
13 Presentation A sense of humor A calming presence 3
14 There’s always enough time
for great customer service
Listening skills Effective listening 3
15 Attentiveness Attentiveness 2
16 Time management Time management 2
17 Taking responsibility Taking responsibility 2
18 Willingness to improve Willingness to learn 2
19 Closing ability 1
27. Service Quality (ServQual)
• Reliability Credibility
• Responsiveness Security
• Competence Access
• Courtesy Tangible
• Communication
• Understanding the customer
28. Non-conformance to these servqual
will result to the following gaps”
1. Knowledge gap
2. Standards gap
3. Delivery gap
4. Communications gap
5. Satisfaction gap