Service quality management

This case study talks about the about(prenominal) portion character reference issues faced by a local mass transport come with, SMRT. The company has to still remain functional amidst mass crltlclsrn amongst the earthly concern due to In cost-efficient chat networks, inefficient maintenance and various problems in the fourth-year solicitude. As a newly appointed senior(a) manager, it is arrogant that we work towards delivering a high quality renovation to our customers. There ar many tools and quality amendment frameworks that we shtup use to improve live religious service quality standards.The problems faced by the company start with all over 10 breakdowns that find occurred In d span of two years. due to repetitive service disruptions, the previous CEO, Ms. Saw Phaik Hwa who has apologized publicly and offered false promises, ascertain on cavictimization more service disruptions affecting around 127,000 passengers including 1000 passengers maroon in each of the four trains that were stalled. Malntenance Issues This Is angiotensin converting enzyme of the main problems that energise squeeze the quality of the services provided by SMRT.Various issues such as misalignment of tracks & drop of excrement nd emergency plans ready strikeed the customers health and consecrate caused some of them a lot of inconvenience and stress There has been serious impact on the servicgs productivity due to the same problems as they have non been suitcapable to successfully carry out their promised service. Even when the breakdowns kick the bucketed, the backup creator systems did non turn on and this made the people stranded real(prenominal) uncomfortable and claustrophobic. Excuses were given once again to quickly dismiss these accusations.By using Demings 14 Points of counselling, we could find out the root causes of the problem. 1 . Management allegiance The senior management had not been able to live up to the promises that they have pu blicly given mainly 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 take suggested actions. 2. Understand Inspection Due to the various problems mentioned above, it was important for the senior managers to gather relevant information regarding the frequently occurring problems.This suggests that the communication networks be not precise efficient and this wlll be further discussed later In the report, 3. emend Constantly The Jepanese have developed d technique called Kdlzen, which means straight Improvement. This could be used to ensure that quality standards and customer expectations ar met by constantly developing all dimensions of the service prov10ea. 4. Institute Iralnlng Atter one 0T tne DreaK00wns, around 60 maintenance staff were deployed to gather information and better the problem that had caused a 5 hour disruption in the services.However, their inefficiency to take apart and rectify the root cause of the problem suggests that SMRT need to invest in training. . Institute lead Leaders should be coaches and mentor staffs rather than checking on them. The senior management has clear shown a lack in lead skills as they have only been giving excuses and false promises. Inefficient discourse Networks This is another factor that contri thated to the reducing service quality of SMRT. Efficient communication between various levels of the business is very important to run an efficient and successful business.SMRT has been facing various barriers in communicating instructions and messages from senior management to the operating evels and vice versa. The problems that have been occurring have not been report properly to the higher authorities and hence not been able to clear instructions from the senior management on how to proceed further and improve the quality of the service being provided. victimisation ISO standards as a benchmark, we shtup see that SMRT is not being able to maintain high service quality standards.Since ISO is internationally recognized, this serves as a suitable benchmark. There are few principles that need to be followed in order to get their certification 1 . guest Focus 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 disappointed their very large customer base. . Factual approach to decision-making Since the employees are inefficient and have not been able to fail data and information, their supervisors have not been able to suggest proper course of action. 4. System approach to management check to this principle, all processes are interrelated. Since on that point has been a lack of co-ordination amongst the employees of every l evel, SMRT has not been able to manage their technologically advanced systems.One other instance of lack of a coordinated communication systems was the humiliating and controversial message usher that SMRT sent to its taxi drivers asking them to seize the income opportunity that arose because of the MRT breakdown. The common citizenry has hard criticized this inappropriate message further contributing to the declining public image 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 Effective leadership brings out the best out of every employee of the firm, since the patience of the previous CEO, the current CEO will take some sentence to settle into the position and it is important to make sure that he/she receives well-timed communication and proper assistance from other managers. Strategic Planning It was v ery clear that the previous management have ot defined their future strategies clearly and have not prepared proper contingency plans and this has made purport difficult for the customers and the management of SMRT.To ensure that this does not happen in the future, SMRT could stockpile a formal meeting with all stakeholders to develop a infrangible and effective strategy with the publics opinion also taken in mind. Also, steadfast track and train maintenance should be conducted to reduce the chances of such problems arising again. Customer Focus 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 image to decline and to make sure that this does not happen in the future, SMRT could look into developing proper plans. Measurement, Analysis and Knowledge Management The lapses in information and data have also caused grave problems to the company and SMRT shoul d invest in training existing and hiring new skilled employees to analyze and report field data. Workforce Focus It is important to constantly monitor, displace and rain the workforce.As a happy workforce is more efficient and can provide higher service quality that an unmotivated one. This would also ontogenesis service quality. Process Management Ensuring proper contingency, emergency and evacuation plans during service disruptions can help increase quality and reduce the risk to customers, piece 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.