What are important elements to consider when designing a system for service quality?

Question

What will be an ideal response?

Answer 1

Providing service quality can be difficult because of the variation that comes from customer interaction. Customers may not always fulfill their responsibilities in the service process, causing the service to fail. For example, if a customer writes the wrong address on a package, the package delivery service is not going to go as desired.
Service firms should actively seek to identify failure points, places in the service process that are prone to fail. Then, they should identify ways of preventing the failure, or at least reducing the likelihood of its occurrence. One way to do so is by designing poka yokes (pronounced "poh-kah-yoh-kehs"), which is the Japanese term for failsafing.
Despite poka yokes and good intentions, service processes sometimes fail to do what they are designed to do. One response to this problem is service recovery, which is an attempt to rectify the problem that the customer experienced with the service. Service recovery is particularly challenging because the failure is not only in the process, but in the way it affects the customer's attitude about the service provider.