Thredbo 9 Lisbon 2005 Some thoughts on

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Thredbo 9 – Lisbon 2005 Some thoughts on service quality measurement The SCTP case study – Álvaro Costa, Sofia Pinto, Jorge Freire de Sousa

Some thoughts on service quality measurement – The STCP Case study Service quality management • Evaluation of service quality considering the nature of the service provided (conformance to requirements and perceived service quality) • The use of multidimensional quality measures (proposal of a set of categories of quality measures) Costa, Pinto & Freire de Sousa Thredbo 9, Lisbon 2005 2

Some thoughts on service quality measurement – The STCP Case study The service quality measures the Customer perspective Other Measures Quality Measures Other Measures the Human Resources Costa, Pinto & Freire de Sousa Thredbo 9, Lisbon 2005 Measures on the Process Other Measures Quality Measures on Quality Financial Quality Measures (Pinto, 2003) 3

Some thoughts on service quality measurement – The STCP Case study The link between the categories of service quality Financial measures Profit / Quality costs Poor quality costs(-) (+/-) Customer measures (+) Customer satisfaction Rate of failure/error Process measures (-) Average waiting time (-) Average length of (-) service (+) Human Resources measures Costa, Pinto & Freire de Sousa Thredbo 9, Lisbon 2005 Employee suggestions Employee satisfaction (+) (adapted from Kaplan & Norton, 1996) 4

Some thoughts process ofquality measurement – The STCP Case study Operations – on service acquisition of buses Problem: Old fleet. Need to buy new buses. Customer Company/ Human Finances Others Resources Objective: Buyprocess buses running on natural gas (the new Better Decreased Financing Emismanufacturer has to support its technological risks) attributes average number of with low all- sions of the of Change Methodology: the busesin maintelegislation in cost authorize bus - to buses – nance staff operators to acquire through operational leasing more Lower costs Operational comfort on energy New skills risk on the Benefits: Economy in terms of combustible of the consumption for mainte- side consumption and maintenance. Andwell as environmental benefits. as on Increased nance staff manufactusatisfamaintenance rer Before and after: ction Lower costs (energy & Before – Buses running on diesel and bought by the company Fewer– & Freire Sousa maintenance) After. Pinto Busesderunning on natural gas and acquired through Costa, 5 complaints leasing Thredbo 9, Lisbon operational 2005

Some thoughts on service cards selling network process. Case study Marketing - the travel quality measurement – The STCP Customer Company/ Human Finances Problem: Long queues in STCP selling points (x days/month). process Resources The selling activity was costing 8% of the income. Increased Out. Reduction in Important satisfaction Improve service quality and cut costs with the sourcing – staff reduction Objective: with the selling network rationality of cost of selling network (attributes: more in the use Increased sales selling points, Outsourcing of internal qualification Methodology: better and more resources for pleasant service, remaining Benefits: Cost reduction and increased customer satisfaction longer opening staff hours) and after: Before – 11 selling points dedicated to STCP (1997) Fewer– complaints, After 73 selling points (5 STCP+68 outsourced to CTT) (2002) decreased time of points Now – automated selling Costa, Pinto & Freire de Sousa reply 6 Thredbo 9, Lisbon 2005

Some thoughts ondevelopment -measurement – The STCP Case study Organizational service quality the workflow process Customer Company/ Process Human Problem: Workflow based on physical circuits. resources Finances Objective: To. Better and faster Better and Lower costs Decreased. improve accessibility to information (faster) Methodology: Information systemsfaster time to communication (paper, people, reply between access to fewer errors) Benefits: Higher speed of access to information and departments information decreased costs. Fewer. Better integration Before and after: errors of information More time. Service and people Before–Physical circulation of information (lots of paper/people) effectiveness to non During – Installing a commercial workflow system. . Simpler process routine After – Discontinue that due to an unexpected level of control tasks success and. Non duplication of acceptation of the workflow system. processes a more powerful system of workflow. Future – Acquisition of and Costa, Pinto & Freiredocuments de Sousa 7 Thredbo 9, Lisbon 2005

Some thoughts on service quality measurement – The STCP Case study Conclusions • The case - transport operator focused on service quality improvement (centred on the customer) • Identification of areas to improve (driven by strategic plan) • For each area, the identification of set of measures to continuously evaluate quality performance (customers, processes, HR, financial) • Modernization, along with some cultural changes… ……. successful experience Costa, Pinto & Freire de Sousa Thredbo 9, Lisbon 2005 8

Some thoughts on service quality measurement – The STCP Case study Thank you! Costa, Pinto & Freire de Sousa Thredbo 9, Lisbon 2005 9

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