Royston posted this in
Operations on
June 26th, 2010
By Royston, on June 26th, 2010
The success of the Service Level Agreement (SLA) is also observed closely by your staff. We have seen in our outsource work that staff notice only too well whether their original employer is getting value or just being ‘ripped off’ and often have great fun when it does go wrong. This keen appraisal of how it works in practice impacts upon their own motivation and their relationships with both you and the outsource organisation. This excerpt from an interview gives an indication of how staff can view the situation:
Continue reading Get a service level agreement organised
Royston posted this in
Operations on
March 13th, 2010
By Royston, on March 13th, 2010
SERVQUAL (Service Quality) is a self-administered questionnaire designed to measure how customers view/judge service quality. Parasuraman et al (1994) defined service quality as the degree of discrepancy between customers’ normative expectations for the service and their perceptions of the service performance.
Parasuraman made the assumption that customers judge service quality by making a comparison between their expectation of the service that they should receive and their perceptions of the service that they actually
Continue reading SERVQUAL – measuring service quality
Royston posted this in
Operations on
November 1st, 2009
By Royston, on November 1st, 2009
The need to effectively manage human capital is placing increased demands on the human resources team in every enterprise. Especially in those organisations managing diverse highly skilled
Continue reading HR Operational Improvement – managing your care staff and delivering better care
Royston posted this in
Operations on
July 27th, 2009
By Royston, on July 27th, 2009
Rather than a service credit clause, it is far better to put in place governance that forces the supplier to act to fix the issue, perhaps to the extent of the customer being able to call in independent consulting advice at the supplier’s expense to support service
Continue reading Should we include service credits when we design a service level agreement?
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