Tool: Quality Determinant Assessment for Services

LSM594: Quality and Service Excellence

Cornell University

Tool: Quality Determinant Assessment for Services

Evaluating the Quality of a Service or Experience

Instructions:

Professor Verma examinedfive distinct factors used to identify the quality of services and experiences. These factors are also known as determinants. This assessment will enable you to evaluate the quality of services provided by your organization based on these five determinants.

Using this assessment, you will:

Identify a service or experience that you need to evaluate.
Review each question and note your findings.
Place a check mark next to any determinant that requires further action.
Summarize your findings after all determinants have been assessed.

Name the service being assessed:

Quality Determinant Assessment for Services
Complete the grid below by answering the questions provided and placing a checkmark in the row for any determinants that require further action to ensure quality.
Determinant / Ask yourself the following questions as you evaluate the determinants of your service. / Further action needed
Reliability: performing a promised service dependably and accurately / Is this service always the same? Is it consistently delivered to customers in the same way, within the same amount of time?
Is the reliability of this service meeting customer expectations? Check the box on the right if more action is needed to improve the reliability of this service.
Quality Determinant Assessment for Services
Complete the grid below by answering the questions provided and placing a checkmark in the row for any determinants that require further action to ensure quality.
Determinant / Ask yourself the following questions as you evaluate the determinants of your service. / Further action needed
Responsiveness: willingness to help customers promptly / How quickly do you respond to customers? How promptly is this service rendered?
Is this service delivered in a manner that clearly expresses willingness to help the customer?
Is your level of responsiveness meeting customer expectations? Check the box on the right if more action is needed to improve the responsiveness of this service.
Assurance: ability to convey trust and confidence / How does your organization handle the personal information you have on your customers? Are customers made fully aware of how you handle their information? Have any customers expressed concerns regarding their information?
Is the assurance of this service meeting customer expectations? Check the box on the right if more action is needed to improve the assurance of this service.
Quality Determinant Assessment for Services
Complete the grid below by answering the questions provided and placing a checkmark in the row for any determinants that require further action to ensure quality.
Determinant / Ask yourself the following questions as you evaluate the determinants of your good. / Further action needed
Empathy: ability to be approachable / How easy is it for customers to approach someone in our organization that can address any concerns they may have? If a problem is brought to your attention, what steps are taken to let the customer know you are listening to them? Do you followup with them throughout the resolution process?
Is empathy expressed when a customer brings a question or concern to your attention? Check the box on the right if more action is needed to improve the empathy of your team supporting this service.
Tangibles: physical facilities and facilitating goods / Do the tangible elements surrounding your service support the experience? Does the location reflect the experience you are trying to create? Do the goods provided in the service promote comfort and satisfaction for your customer?
Are the tangible elements of this service meeting customer expectations? Check the box on the right if more action is needed to improve the tangibles related to this service.

Summary of Findings:

After completing Quality Determinant Assessment for Services, review your findings. Name any determinants you feel need further attention. Summarize the actions you will take to enhance or create a higher level of quality for your service in the space below.