Measuring service quality so difficult

In this first segment, I introduce the general concepts, terminology, and history of comparative performance measurement in policing.

Measuring service quality so difficult

Customer Service Using key performance indicators KPIs tied to customer service metrics helps logistics providers benchmark their value to shippers.

Delivering highly anticipated video games and movie releases to stores three days prior to their street date is practically a law in the entertainment industry. So when Camarillo, Calif.

Technicolor Global Logistics works hard to deliver that level of service, says Elaine Singleton, the company's vice president of supply chain. Every company knows customer service is important; but it is seldom well-defined, and even more rarely measured in logistics operations.

Many logistics service providers tout their customer service excellence, and shippers give equal voice to the importance of customer service, particularly when the vendor relationship is more than transactional.

But it is often easier to spot a customer service failure than Measuring service quality so difficult define excellence. Many providers cite standard key performance indicators KPIs such as on-time delivery and order fill rate as proof of their customer service prowess.

Others, however, insist customer service falls into its own category, and deserves its own standards of measurement. Timely delivery of those KPIs equates to good customer service.

At this level, competently executing services such as warehousing and transportation procurement is expected. Service providers stand out by adding value, and customer service is a substantial part of the equation. Its growing importance means customer service must be made more measurable—as the adage goes, you can't manage what you can't measure.

In addition to being a soft benefit that defies a uniform definition, it is also relatively unexamined. Most shippers serve end customers via the supply chain, so any definition of a satisfactory experience has to start with those end customers' expectations.

Any definition of good customer service is incomplete if it is not based on customer views. Another challenge is making aspects of customer service measurable.

Not every quality lends itself to a numerical scale—honesty, for example. That's my greatest customer service need," says Mary Barker, office manager and logistics supervisor for Fixture Finders.

Then there's the issue of leveraging the cost of good service. Service providers such as 3PLs must invest in people, processes, and technology to deliver high-quality service, but not all shippers are willing to pay for that. So the provider must develop strategies to serve each shipper at its desired level of service, without creating fragmented processes that result in inefficiency.

A carrier might exclude deliveries missed due to emergency construction, for example, while a consignee stills counts that shipment as late. In researching their book Keeping Score: Manrodt and his co-authors found two in five respondents did not know how their OTD metric was defined. Nailing down a quantifiable metric for something as variable as customer service is that much more difficult.

Measuring service quality so difficult

In some cases, it is 3PLs rather than shippers that are advocating for the use of customer service KPIs. After a few months, they say they would miss having the data if we stopped providing it. We think it's a competitive differentiator. Time taken to answer calls or fulfill quote requests. Timeliness of electronic data interchange transactions, status updates, and reporting.

Frequency of end-customer visits and customer surveys. Flexibility demonstrated by the service provider. Engagement demonstrated by customer service staff.1 Answer to Why is measuring service quality so difficult?

- The Data Quality Assessment Framework shows you how to measure and monitor data quality, ensuring quality over’ll start with general concepts of measurement and work your way through a detailed framework of more than three dozen measurement types related to five objective dimensions of quality: completeness, timeliness, consistency, validity, and integrity.

Answer to Why is measuring service quality so difficult?. KPIs: Measuring Indirect Material Suppliers and Service Providers Karen M. Fedele, C.P.M. Category Manager The Gillette Company Why is Measuring Quality of Hire So Difficult?

Reasons That Productivity Is Difficult to Improve in the Service Sector | Description[ edit ] There are many aspects of quality in a business context, though primary is the idea the business produces something, whether it be a physical good or a particular service.

only a third of the respondents felt that their methodologies for measuring quality of hire were strong. The typical process for doing these studies is to administer the tests to a group of employees—customer service reps, for example—and then to compare the test results to the.

64 Test Metrics For Measuring Progress, Quality, Productivity & More! Software testing metrics are a way to measure and monitor your test activities.

More importantly, they give insights into your team’s test progress, productivity, and the quality of the system under test.

Quality (business) - Wikipedia