Service quality management

Résumé du document

John and Judy Bailey have been making renovations in their house for a while. After the renovation of several rooms, the next step was to renovate kitchen. The couple had precise requirements for the design of their future kitchen. After visiting several showrooms and meeting different specialists, they finally found Graeme who seemed to be the perfect person. Graeme had a large skills portfolio, a remarkable workshop, and several reference letters from past customers. His computer-aided design facility helped to draw the best design for the kitchen, and John and Judy agreed to conclude a deal. This entrepreneur will handle the whole project.

What are the main examples of product quality problems and service quality problems in the case study?

Throughout this report, we can see several product and service quality problems. Numerous events have affected the proper conduct of the site, and it became a nightmare for Judy and John. Nevertheless, at the beginning, Graeme was very professional, but at the end there was a poor level of service quality. The baileys agreed on the following contract terms:
-Full assurance that the contract price includes everything ;
-Extra costs for the plumber and electrician ;
-Graeme will furnish an Italian hob top and bench oven;
-Scaling of payment ;
-Beginning of the job in one month ;

The contract was more expensive than the baileys expected, but the presumed quality of the work was the main reason. Premium price will be charged, the couple had specific requirements and expectations about how the work will take place in the kitchen. Furthermore, the builder said that it will be a small job, which will be completed in two days, but it was not the case.

Extraits

[...] Because as said previously in question the delays told by Graeme were 2 days, and it finally took several weeks to achieve the kitchen. Graeme should improve his management process. Let's review the different steps: - Planning: Proper Planning Prevents Poor Performance. Graeme should have look closer at the kitchen, to do a better planning. For example, he could have discovered the hole in the ceiling before, and so anticipate. - Organize: Graeme should have organized its resources (human, inventory He would have notice that the hob top was damaged for example. [...]

[...] For example with the plasterer. - Control: he should have controlled the progress of the work done, instead of waiting for the Baileys to give feedback. Different tasks could have been better organized. And Graeme should have asked himself what have to be check before the beginning, what is the first thing to install and the following steps, the chronology of the tasks and so on. This could have saved a lot of time, and would have avoided a bill raise. [...]

[...] Service quality management INTRODUCTION John and Judy Bailey have been making renovations in their house for a while. After the renovation of several rooms, the next step was the kitchen. The couple had precise requirements for the design of their future kitchen. After visiting several showrooms and met different specialists, they finally find Graeme who seemed to be the perfect person. Graeme had a large skills portfolio, a remarkable workshop, and several reference letters from past customers. His computer-aided design facility helped to draw the best design for the kitchen, and John and Judy agreed to conclude a deal. [...]

[...] - The “electric wall socket had been fitted too causing the malfunction of certain elements of the kitchen. - The Baileys have not seen Graeme since the beginning of the work, and it was not always easy to contact him by phone. They didn't know who is controlling and supervising the work during all the operations. - Concerning the hole in the ceiling, nobody can tell when it will be fixed, as the plasterer seems to have other things to do. [...]

[...] It took one month to have the full kitchen achieved, instead of few days as it was initially planned. Many issues affected the life of the Baileys during this month. That's why is important to have a huge quality of service in this kind of project, now the Baileys won't recommend Graeme to other people, and they are dissatisfy. This type of company needs good feedbacks from previous consumers to advertise their services. Thus, it is important to satisfy the consumers. To do so, the brand has to offer good services and care about consumers expectations. [...]