The evaluation of the quality of services is currently consideredone of the most important elements of quality of service management. Thanks to the assessment, it is possible not only to control the quality of services, but also to provide a basis for analyzing management and making important management decisions. In addition, such an assessment allows for feedback, which in turn will contribute to the development of the system.
The quality of services is regulated by internationalstandard "Administrative quality management and elements of the quality system". In order to better understand the essence of the concept and its necessity, it is necessary to define the concept “service”.
So, the service is called the result of interactioncustomer and supplier, as well as the outcome of the internal activities of the supplier in order to meet the needs of the customer. Note that the requirements for the ordered service must be expressed by clear characteristics that can be defined and further evaluated. The processes that provide the provision of this service must also be expressed by certain characteristics and affect its performance. All characteristics, as a rule, have the ability to be evaluated by the service organization on their acceptability according to established standards.
Quality of service and control over it createsfavorable opportunities for increasing efficiency, reducing costs, improving service performance, expanding the market. Usually the management of the service and its provision is carried out by monitoring the process of providing the service. Timely control of process characteristics will help to achieve and maintain the required level of quality. It should be borne in mind that the process of providing services can be either purely mechanized (dialing during a phone call) or personalized, for example, in the provision of medical or legal services.
Top management is responsible for the quality control policy and develops rules that deal with such issues as:
- quality of services;
- the image of the service organization;
- the purpose of ensuring the quality of services;
- choosing the approach to achieving the goals;
- the role of the company's employees who are responsible for implementing this policy.
One of the primary tasks of leadership -ensuring the availability of quality policies. It must be feasible and understandable and solve certain problems. The quality of services and their evaluation should be directed to:
- satisfaction of all customer requirements;
- constant quality improvement;
- taking into account the needs of society;
- effectiveness of services.
The indicators of the quality of services must necessarily ensure that the quality of services is consistent with foreign experience, improving quality, characterizing properties at the stages of the service life cycle.
According to the national standard, all indicators are divided into several groups.
The first group is the destination indicators. These include the compatibility, application and enterprise indicators (for example, average waiting time for customer service, material and technical base).
The second group - safety indicators. For example, radiation safety, safety for life or the environment, explosion safety, etc.
The third group is reliability indicators. This is trouble-free, reliable results, safety, durability, resistance to external factors.
And, finally, the fourth group includes indicatorsprofessional level of employees, namely the level of training, knowledge and skills, compliance with the standards prescribed in the documents, goodwill and attentiveness to customers, etc.
All these and other indicators can be classified differently, according to other criteria: according to the method of expression, according to the definition stage, according to properties.
