Assessment of the quality of services is now considered one of the most important elements of quality of service.Due to assessing the possible not only to monitor the quality of services, but also provide the basis for management analysis and decision important management decisions.In addition, this assessment allows to adjust the feedback, which in turn will contribute to the development of the system.
quality of services is governed by an international standard "Quality management and quality system elements."To better understand the concept and its necessity should be a definition of the concept of "service".
So, the service is called the result of interaction between the customer and supplier, as well as the outcome of the internal activities of the supplier to meet the needs of the customer.Note that the requirements for the ordered services shall be expressed distinct characteristics that lend themselves to the identification and further evaluation.Processes that provide this service, should also be expressed in certain characteristics and impact on its performance.All characteristics generally have the ability to evaluate service organization on their admissibility on established standards.
quality services and control over it creates opportunities to improve efficiency, reduce costs, improve service performance, market expansion.Typically, service management and delivery is carried out by controlling the process of providing services.Timely performance monitoring process to help achieve and maintain the desired level of quality.Keep in mind that the provision of services can be a highly mechanized (when dialing the phone call), and personalized, for example, the provision of medical or legal services.
senior management is responsible for the policies in the field of quality control and is developing regulations that relate to such things as:
- quality services;
- the image of the service organization;
- the goal of quality of service;
- choice approach to achieving the objectives;
- the role of the company's employees, who are responsible for the implementation of this policy.
One of the primary tasks of leadership - ensuring the availability of quality policy.It must be workable and understandable, and to solve certain problems.Quality of service and its evaluation should be directed to:
- to meet all customer requirements;
- continuous quality improvement;
- the needs of society;
- efficiency of services.
Quality of service must necessarily ensure compliance with the quality of services to foreign experience, to improve the quality, characteristic properties of Lifecycle Services.
According to the national standard, all the indicators are divided into several groups.
first group - performance applications.These include indicators of compatibility, application and enterprise (for example, the average waiting time of the customer service, material and technical base).
second group - the safety record.For example, radiation safety, the safety of human life or the environment, explosion, etc.
third group - reliability.It is trouble-free, reliable results, safety, durability, resistance to external factors.
And finally, the fourth group includes indicators of employees' professional level, namely the level of training, skills and knowledge meet the standards prescribed in the documents, kindness and attentiveness to customers and others.
These and other indicators may be classifying differentlyby other criteria: by way of expression, at the stage of determining, on properties.
