I need an executive summary of the whole project which my group is doing. It the first empty part in the document attached. I just need it to be filled with about 150-200 words.
Also I need to present my sections. The ones highlighted in pink. So I need a speech. It will be around 6 minutes.
I will be the one to start the presentation. so I need an introduction of the speech too. the speech should be about 400-500 words.
1. Market Research Orientation
• Are the amount and type of market research adequate to understand customer expectations of service?
• Does the company use this information in decisions about service provision?
2. Upward Communications
• Do managers and customers interact enough for management to know what customers expect?
• Do contact people tell management what customers expect? 8
3. Relationship Focus
• To what extent does the company understand the expectations of different customers?
• To what extent does the company focus on relationships with customers rather than transactions?
4. Service Recovery
• How effective are the service recovery efforts of the organization?
• How well does the organization plan for service failures?
Score for Provider Gap 1 (Total Scores for each of the above categories) 59/80 = 74%
Provider Gap 2: The Service Design and Standards Gap
1 = Poor
10 = Excellent
5. Systematic Service Design
• How effective is the company's service development process?
• How well are new services defined for customers and employees?
6. Presence of Customer -Defined Skills
• How effective are the company's service standards?
• Are they defined to correspond to customer expectations?
• How effective is the process for setting and tracking service quality goals?
7. Appropriate Physical Evidence and Servicescape
• Are the company's physical facilities, equipment, and other tangibles appropriate to the service offering?
• Are the company's physical facilities, equipment, and other tangibles attractive and effective?
Score for Provider Gap 2 (Total Scores for each of the above categories) 56/70= 80%
Provider Gap 3: The Service Performance Gap
1 = Poor
10 = Excellent
8. Effective Human Resource Policies
• How effectively does the company recruit, hire, train, compensate, and empower employees?
• Is service quality delivery consistent across employees, teams, units and branches?
9. Effective Role Fulfillment by Customer
• Do customers understand their roles and responsibilities?
• Does the company manage customers to fulfill their roles, especially customers that are incompatible?
10. Effective Alignment with Services Intermediaries
• How well are service intermediaries aligned with the company?
• Is there conflict over objectives and performance, costs and rewards?
• Is service quality delivery consistent across the outlets?
11. Alignment of Demand and Capacity
• How well is the company able to match supply with demand fluctuations?
Score for Provider Gap 3 (Total Scores for each of the above categories) 56/80=70%
Provider Gap 4: The Communications Gaps
1 = Poor
10 = Excellent
12. Integrated Services Marketing Communications
• How well do all company communications - including the interactions between company employees and customers - express the same message and level of service quality?
• How well does the company - express the same message and level of service quality?
• Does the company avoid over promising and overselling?
• How well do different parts of the organization communicate with each other. So that service quality equals what is promised?
13. Pricing
• Is the company careful not to price so high that customer expectations are raised?
• Does the company price in line with customer perceptions of value?
Score for Provider Gap 4 (Total Scores for each of the above categories) 40/60=67%
Attachment:- lifelabs.rar