Making Service Quality A Delight

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Making Service Quality A Delight

• A/Prof Goh Lee Gan
• Dept of COFM

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Outline

• A quest
• Group activity 1
• A performance perspective
• An organisational behaviour perspective
• Group activity 2
• A personal life-line
• Take home messages

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A quest

• Unhappiness at work is EVERY ONES experience.
  Can we do better?
• I know I have created unhappiness among those who
  work with me. Not a delight. Can I do better?

YES
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Service is the moment of truth
It must be a delight For the served And the server
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So, what is delight ?
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A group activity

• Please answer for me
• THINK OF A SERVICE YOU RECEIVED THAT MADE YOU
  VERY DELIGHTED OR VERY UNHAPPY
• What service was it?
• Why were you happy or unhappy?
• We will go round to share the answers

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A performance perspective

• We provide two kinds of service, either or both
• Front end reception work
• Back end technical work
• admin/ leadership work

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Front end work

• Can I see so so?
• Can I speak to so so?
• Can you tell me

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Front end work

• Delight Not delight
• Fast -- Slow
• Know -- Dont know
• Welcoming -- Not welcoming
• Good attitude -- Bo-chap
• Smile -- No smile
• Polite -- Rude

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Back end work

• Typing
• Minutes, Report
• A special service lab result, lecture, set a
  question
• Plan or execute an admin activity e.g., welfare
  function
• Take charge of a project, section or department
  admin or leadership

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Back end work

• Delight Not delight
• On time -- Not on time
• No mistakes -- Mistakes
• Nice to look at -- Messy, boring
• Good effort -- Bo-chap
• Reasonable -- Unreasonable

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How can we deliver delight together?
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A organisational behaviour perspective

• Many reasons for no delight
• Dont know ? cognitive learning
• Cannot do ? skill training
• Dont want to do ? need to analyse why may be
  a spill over effect
• different perception or values
• unresolved conflicts interpersonal work-family
  problems dysfunctional organisation

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Can you balance the organisational score card ?
What is that?
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Balance the score card

• The balanced score card concept was developed by
  Kaplan in Harvard Business School in 1992
• For the served, the service provider and the
  organisation to be delighted the interests of
  one another need to be balanced

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Balanced score card as the way into the future
Where are we?
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A group activity

• Please answer for me
• THINK OF COFM AS A SERVICE PROVIDER. GIVE A SCORE
  TO THE FOUR PERSPECTIVES
• Score 0 -- 1 -- 2 --- 3 -- 4
• Vbad Bad Okay Good
  VGood

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A group activity

• Financial viability Ability to earn good image
  earn more money grow in what it is doing?
  0,1,2,3,4
• Customer service As a department, how do you
  rate our customer service to students and others?
  0,1,2,3,4

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A group activity

• Process perspective What is the quality of our
  work, productivity? 0,1,2,3,4
• Innovation perspective -- There are
  opportunities to learn, gain new skills, gain new
  insights? 0,1,2,3,4

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A personal life-line to provide delight?
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Work stressors

• Stressors at work (study of 146 doctors) score
  4 to 0 Mean score
• Workload 1.6
• Time pressure 1.6
• Fear of making mistakes 1.5
• Difficult patients 1.5
• Work affects home personal life 1.4

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Coping with work stress Lazarus Folkman, 1988

• Problem focussed
• P-CO problem focussed -- confrontation
• I scrutinise the problem and try to solve it
• P-PL problem focussed planful
• I set aside evenings or weekends for family etc

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Coping with work stress Lazarus Folkman, 1988
(2)

• Emotion focussed
• E-PR emotion focussed positive reappraisal
• I accept the situation and learn to live with it
• E-EA emotion focussed escape avoidance
• I listen to music
• E-DI emotion focussed distancing
• I laugh and joke to release tension

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Coping with work stress Lazarus Folkman, 1988
(3)

• Emotion focussed
• E-SC emotion focussed self control
• I accept the situation and learn to live with it
• E-SS emotion focussed social support
• I seek advice/direction from others
• I seek emotional support from others

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Dealing with home and work conflicts

• Levinson W, Tolle SW, Lewis C. Women in academic
  medicine combining career family. N Eng J Med
  1989321(22)1511-7
• Change structural aspects of personal or
  professional life e.g. hiring household help
  not cooking limiting personal social
  activities
• Increase efficiency
• Change personal expectations set priorities
• Use available social supports e.g. other
  co-workers, spouse

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My personal rules for staying alive to give
delight

• Keep contact with your family give quality time
• Give priority to key events better show up for
  birthdays and family events
• Make up with surprises where you can
• Show that you are making time
• Seek spousal support
• Seek social support identify people who will
  bail you out
• Be sincere, show that you really care

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My personal rules for staying alive

• Most important of all have a undefeatable
  philosophy to create delight
• I expect to pass through the world but once. Any
  good therefore that I can do, or any kindness
  that I can show to any fellow creature, let me
  not defer it or neglect it, for I shall not pass
  this way again.
• Stephen Grellet

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Key Take Home Message
QUALITY IS DELIGHT
Let us deliver it together
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Affirmations for you to think about

• Quality is delight I can be part of that
  delight
• I can improve my performance
• I can help to balance the departmental score card
• I can build my life-line to deliver delight

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HE WHO HAS ONE END IN MIND WILL MAKE ALL THINGS
SERVE

SEA
IMPACT SINGLE EYE PURITY