1. Service And Performance Quality

1.Service And Performance Quality
Assessing the quality of services, one of the most important elements today is quality management service. not only to control the quality of services, but also to provide a basis for management analysis and evaluation due to the impossibility of making important management decisions. In addition, this assessment allows you to provide feedback, which in turn contributes to the development of the system.
The quality of service is regulated by the international standard "Elements of quality management and quality system." In order to better understand the essence of the concept and its necessity, there must be a definition of the concept of "service".
Thus, the service is called the result of the interaction between the customer and the supplier, as well as the internal activities of the supplier in order to meet the needs of the customer. Note that the requirements for ordering services must be expressed in the specific features of the loan themselves to determine and further evaluate. The processes of providing this service, as well as some features and the impact of its performance should be expressed. All features are typically serviced by an organization that evaluates their acceptance according to established standards.
expand the market of quality of service and control over, increase efficiency, reduce costs, create opportunities to improve the performance of services. In general, the process of providing service and distribution services is controlled by the supervisor. To help process control achieve timely features and maintain the required quality level. It should be kept in mind that medical or legal services, for example, the service can be pure mechanical (dial during a phone call), as well as a personalized.
Senior management is responsible for developing policies and regulations related to work in the field of quality control:
- quality of services;
- image of the service organization;
- goals of quality services;
- choose an approach to achieve the goal;
- The role of company employees, who are responsible for the implementation of this policy.
Ensuring availability - One of the main tasks of management is a quality policy. This is possible and should be easy to understand and solve specific problems. The quality of service and its evaluation should be focused on:
- meet the requirements of all customers;
- continuous quality improvement;
- consideration of the needs of society;
- efficiency of services.
The quality of services, quality improvement of services, features of foreign experience in the stages of life cycle services, as quality indicators should provide services on a mandatory basis.
according to the national standard, all indicators are divided into several groups.
The first group is location indicators. This includes adaptation parameters, applications, and businesses (e.g., customer service, average waiting time for logistics).
The second group is the security record. For example, radiation safety, security, human life and the environment, explosion, etc.
The third group - reliability indicators. It is the result of reliability, reliability of external factors, safety, durability, resistance.
Finally, the fourth group includes indicators of the level of professionalism of employees, ie education, knowledge and skills that meet the standards set by the documents, sincerity and vigilance to customers and others.
All these and other factors can be different classifications according to other conditions: by word method, on the characteristics, at the stage of detection.