If you've ever manned a help desk you might find this hard to beleive...
How can we ensure these situations are corrected?
A periodic survey can provide feedback
Providing a good level of service is only part of the story in keeping users satisfied
Isers must also realise or perceive that the standards of service they receive are high
Question: Suppose you are managing a system that provides
98% availability, but the system goes down occasionally. Will management
hear about the 98% up-time, or the 2% down-time?
(Move your mouse pointer over the icon for the most likely answer)
We can consider service level and perception as a table (Synnott & Gruber, 1981)
If we provide a good service and everyone knows it, we are in zone 1.
Sometimes service drops; we are in zone 2.
When users realise it, we are in zone 3.
Zone 4 is what perception management is all about. We are providing a good service but no-one realises.
Question: How can we fix this problem?
(Move your mouse pointer over the icons for suggestions)
A tutorial by the International Engineering Consortium
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