First is to be treated well. Second is to get the expected result. To help explain these two things, the following scenario will help: Yetunde wants to withdraw money over the counter from her bank account. We might consider the service to have the following stages, in order: Arrival at the bank Reception at the revolving security door Waiting to withdraw Interaction with the cashier while withdrawing Cash collected Departure She had gone to the bank and withdrawn money. Here […]

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Training is aimed at improving individual and group performances and in turn influencing the overall performance of your business. Hence it is important to evaluate the impact of training programs and ensure that your employees can demonstrate a positive impact of the training through improved productivity. Some of the ways of doing this evaluation are post-training quizzes, one-to-one discussions, employee surveys, participant case studies, and official certification exams. However, there is a proven methodology – The Kirkpatrick Evaluation Model. Pioneered by […]

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The service quality factors are those attributes of service about which customers may have expectations and which need to be delivered at some specified level. They vary from organization to organization and also from customer to customer, so it is difficult to capture every aspect of service quality for every organization. However, the following is a good attempt that can help organizations start to define, deliver and measure service quality: access, aesthetics, attentiveness/helpfulness, availability, care, cleanliness, comfort, commitment, communication, competence, […]

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Satisfaction is the result of customers’ assessment of a service based on a comparison of their perception of service delivery with their prior expectations. (see Figure 1 below).       Figure 1 If the customers’ perception of the service matches their expectations then they should be satisfied. If their perception of the service exceeds their expectations then they will be more than satisfied, even delighted. If their perception of the service does not meet their expectations then they may […]

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The role of the manager in the workplace is perhaps the most significant in terms of impact on organizational performance. Managers have the most direct influence on employees they line-manage. They are responsible for aligning the performance of their team and its members with overarching organizational goals. Hence an organization that has poor management personnel in place has multiple problems. The issues begin internally and begin to show themselves externally with long-lasting effects that may infect the entire organization. Indeed, […]

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The management approach of the manager contributes greatly to the level of employee engagement. And employee engagement is very important in any organization. So before exploring the strengths-based approach, it would help to refresh ourselves on what exactly employee engagement is and why it’s very important. Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the organization, and put discretionary effort into their work. Employee engagement does not mean employee happiness. Someone might […]

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There is always the effort by commercial organizations to be leaders in their industry and increase their market share. In other words, every organization always tries to win over another’s customers by offering something of greater value or by other means. Competition is normal. In fact it is good in that it drives performance and innovation in organizations and benefits the customers. While farsighted organizations plot their way through the maze of competition to a strategic advantage, organizations that ignore […]

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Service is an intangible and insubstantial commodity and its value is expected to be self-evident. However, for service organizations, there is difficulty in understanding value as experienced by customers. This can be simplified with the value equation which is shown below: R – Result This is the primary need of the customer. If I want to go to Abuja from Lagos, it’s just travel from A to B. Nothing more – nothing less. P – Process We can achieve the […]

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