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Question
Write a brief report on Service Failure Analysis and Recommendations?
Solution
Introduction
Service delivery failure refers to the failure that occurs when an organisation fails to deliver a service as per customer's expectations (Tax et al 2013). Management of service delivery is extremely important for an organisation to increase customer satisfaction and loyalty and thus they are often required to assess their service delivery process to identify potential failures, causes behind them and strategies that would help in eliminating or recovering from these failures (Tax et al 2013). The report thus discusses an incident of service delivery failure, which is then analysed to identify potential causes following which suitable service recovery program and strategies are being recommended to avoid such failures in the future.
Service process Map
The service failure incident being analysed here is the failure of Australia post. The customer sent a letter via express post service of Australia Post. The delivery time for the letter was 2-3 business days but it was delivered after a week. The overall service process map for the service of post office and delivery is given below.
The service process has shown to start from the time the customer reaches the post office. The first waiting point or bottle neck is where the customer has to wait in a queue at the counter. As there were only 2 express counters, the waiting time was long and about 5-7 minutes for each of the customer. The second bottleneck arises at the time of generating the shipping details. Once payment is made, executive at the front desk needs to generate the tracking id, enter details into the system and generate receipt. This takes about 2-3 minutes because tags on packets are kept manually. Highest bottle neck has been found to be once the complaint has been made.
For customers to get a response to complaint, the post office takes about 2 days and again takes about 2-5 days for actual delivery and response once the matter is escalated, thus showing biggest bottleneck at the point of resolving customer issue. Thus, the key issue as highlighted here is the issue of the post office not adhering to its service standard.
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