In service marketing, service excellence is based on not making mistakes during the process of providing services to the customer. Can a company have 'zero bc data vietnam defects'? Excellence management cannot be improvised. Its main stages are:
-Make sure that everyone shares the quality standards. It is useless to ask someone to do something straight away if they do not know what they have to do. Therefore, you have to know the standards well. Do they stick to what they promise? Are they put into practice by the different parts of the organization? And above all, are they known to all the people involved?
-Set priorities. A bug hunt cannot be launched in all directions. It is essential that it is carried out taking into account the priorities of the improvements to be achieved.
-Launch a 'zero defects' campaign for all staff, executives and employees. It is necessary to arouse general enthusiasm so that everyone joins the battle for perfection. It is a first step, but it is essential to take it to change the company culture and orient everyone towards the customer.
-Prepare for the hunt for 'zero defects'. The success of a bug hunt depends on knowledge of quality standards and the ability to work as a team. It is necessary for teams to be formed on these bases.
- Implement a bug-hunting process, the process of which revolves around two mechanisms: the creation of working groups, teams, which must seek ways to improve the service; and the presentation of reports to management which must be translated into concrete actions. The sooner staff can see the positive effect of their bug-hunting, the more motivated they will be to continue it. In all companies that are in contact with the customer, bug-hunting must involve the clientele.
-Measuring progress and making it known. It is necessary to measure the effect of the proposed measures among customers and to communicate the results to the entire organization. For this purpose, a quality table, a newsletter or a monthly letter will be created.
In addition, quality controls should be implemented to provide the feedback needed to determine critical points, which are stages in the process in which the customer experience is described - where customer satisfaction or dissatisfaction is determined.
In service marketing, these are called “moments of truth”. At these critical points, both qualitative and quantitative quality controls should be carried out. These controls include in-depth interviews with sector experts, focus groups with frequent customers, surveys of customers and employees contacted, i.e. those who have direct contact with the customer and participate in the moments of truth.
The conclusions obtained from quality controls are crucial for taking corrective actions that lead us to continuous quality improvement.
These stages should be followed by all service companies that aim to achieve excellence. In reality, this is an objective that we will possibly achieve in the long term, but it is essential to start today and control it progressively, receiving feedback from the information that corresponds to the management of each of the stages to strengthen them both in staff training and in the selection of the optimal staff that will allow us to obtain the excellent service.
In our country, service companies are becoming increasingly important and are closely linked to national development. If we could only focus on services directed towards international tourism, we would notice the importance of our companies providing excellent services to attract foreign tourism and what that means. Even more so considering that a large percentage of tourists who come to visit us are accustomed to enjoying high-quality services, and that it is just as important for more tourists to come to Peru as it is for those who came to return again and communicate in their environment about the satisfaction they obtained by enjoying quality services during their stay.
