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2.EvaluatetheServiceQualityindexcreatedbyFedEx.Isthisanappropriatemeasureofquality?

Based on findings of extensive customer research


In order to find out root cause not to blame others
Expected Service
GAP
Fed Ex developed the 12 item statistical SQI.
Perceived Service
The SQI consists of 12 components and their weights.
To be more comprehensive, pro-active, customer-oriented ,ensure of customer satisfaction
and service quality.
Measure and Manage Customer Satisfaction and Service Quality
Aim for Customer Quality and Satisfaction in Every Service Encounter
Plan for Effective Service Recovery
Facilitate Adaptability and Flexibility
Encourage Spontaneity
Help Employees cope with Problem Customers
Manage the Dimensions of Quality at Encounter Level
Manage the Physical Evidence to Reinforce Perceptions
This report is disseminated weekly to everyone in the company.
On receipt of the report, root cause of the service failures are investigated.
Bonuses are tied to performance on the SQI.
The Company drives continuously towards its goal of 100% satisfaction in every transaction.

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