Good service is
comprehensive but unobtrusive. Author
service is an activity performed for one party by another, such as: repairing a
car, banking, retailing, treating an illness, cutting hair or
researching information. A service exists within a relationship between two
parties and when the activity stops, the service stops. Unlike a product, a
service cannot be stored, resold or lost.
are two components to any service and which, to some extent, are independent of
each other - the service and the service delivery process.
The service. When your house is painted you are concerned with the
service itself, i.e. the preparation work, rectification of
faults, quality of paint and the general standard of workmanship.
The service delivery process. You
are also affected by the service delivery
process, i.e. the way the house painting service is delivered - whether the
workpeople are polite, start work on time and clear up at the end of
Good service does not always involve a good service
delivery process, for example, a small run-down back-street workshop, with no coffee at reception and with restricted parking, might
service your car better than a main dealer with luxurious premises, and vice
evaluating a service, separate out what is being delivered from
how it is being delivered.
service can be evaluated using five simple criteria:
where, how often and how reliable the service is.
well it matches the client's requirements.
quickly, efficiently and cost effectively it can be performed.
it is safe, has any ill effects or damages the environment.
readiness with which it can be adapted, tailored or changed.