When determining whether service delivery is meeting service expectations, it is useful to seek the views of the actual service users. One tool that we are making available on this site to assess outsource service quality is the OUTSOURCE SERVQUAL (or OUTSERVQUAL). This is a new approach available exclusively from this site as a service to the community. OUTSERVQUAL (Service Quality) is a self-administered questionnaire designed to measure how customers view/judge the service quality of suppliers and is based on the SERVQUAL approach by Parasuraman. Parasuraman et al (1994) defined service quality as the degree of discrepancy between customers’ normative expectations for the service and their perceptions of the actual service performance.
Month: May 2016
In this video Prof Strassmann considers, in a very careful way, whether Outsourcing can be profitable. The short answer to this is yes if it is done corrrectly and he points to the main reasons for failure steming from managements inability to manage the process correctly. Especially it seems when it comes to deciding which functions should be considered.
Overall a very erudite and insightful contribution.