Objectives: Total Quality Management in Service – THM – Nafiya Guden Understand what Gap 3 is Be able to explain the key factors that contribute to Gap 3 Be able to find solutions to Gap 3 Possible exam questions

What is GAP 3? The service performance gap Role Ambiguity Role Conflict Poor Employee – Job Fit Inappropriate Supervisory Control Systems Lack of perceived control Lack of Teamwork

Role Ambiguity When the employee has not been given the information required to perform the job When no or very little training has been given Uncertain of what Management expects from them

Role Conflict Perception that they can not please all guests Customer expectation vs company expectation Role overload

Poor Employee Job Fit Personnel not suited to the job they are placed in Example they may lack language skills or interpersonal skills or technology skills Low paid employees may be selected as a result they may not be qualified

Inappropriate Supervisory Control Systems Measured by out - put (How many per hour) Lack of reward systems Lack of technology

Lack of perceived control How can employees deal with stressful situation? How much empowerment is given to staff? Organizational rules, procedures and culture may limit control Not being able to predict demand – possibly lack of technology or communication

Lack of Team Work Not appreciating each others role in fulfilling a goal Does management care? Recognition for good practice Poor culture in work place

HOW CAN MANAGERS CLOSE GAP 3? (Exercise) Role Ambiguity Role Conflict Poor Employee – Job fit Inappropriate Supervisory Control Systems Lack of perceived control Lack of Team Work

Closing GAP 3: Role Ambiguity: Provide role clarity Job Description Adequate training Regular communication Informing staff of any changes before they occur Teaching employees about customers

Closing GAP 3: Eliminating Role Conflict Define service roles Involve employees in standard setting Appraisal systems – regular meetings and goal setting Other performance measurements Regular breaks and varied tasks

Closing GAP 3: Improving Employee Job Fit Careful selection of employees Effective ways of recruiting employees Education and training Job Satisfaction Fair pay, commission, bonus and rewards Selecting efficient technology

Closing GAP 3: Measuring and rewarding service performance Observing employees Research methods (Mystery Shopper) Recognition for employees performance Financial rewards Career advancement Employee of the year

Closing GAP 3: Empowering Service Employees Provide training on empowerment Allow them to make decisions Looser structures than detailed standardized procedures Allow staff to set standards and procedures Provide a kitty for encouraging creative decision making

Closing GAP 3: Building Team Work Team meeting Setting goals as a team Changing task roles Personnel Activities End of year celebrations Team events Team training events with games

Summary The service performance gap therefore requires management to take an active role in firstly selecting the right staff, training them adequately, monitoring them with regular contact, empowering them, encouraging team work and rewarding them for good performance. Appropriate technology would help achieve this.

Possible Exam Question: Explain Gap 3