"Dimensions of service quality.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.
Seven Basic Tools of Quality
Manage quality control in the workplace, using fishbone diagrams, flowcharts, Pareto charts and histograms, provided by the Seven Basic Tools of Quality solution.
Workflow Diagrams
Workflow Diagrams solution extends ConceptDraw DIAGRAM software with samples, templates and vector stencils library for drawing the work process flowcharts.
Flowchart Software
Flowchart is widely used in business, education and economic presentations to help the audience visualize the content better, or to find flaws in a process flow diagrams. Flowcharts are particularly useful for displaying how a process currently flow or could ideally function. Flowcharts can help you see whether the steps of a process are logical, uncover problems or miscommunications, define the boundaries of a process, and develop a common base of knowledge about a process.ConceptDraw DIAGRAM flowchart software will help to quickly create new flowcharts, workflow, NS Diagram, BPMN Diagram, Cross-functional flowcharts, data flow diagrams and highlight flowcharts.
Feature-rich flowchart maker, free thousand flowchart examples and templates and colored symbols that will allow you to create professional looking flowcharts simply.
ConceptDraw DIAGRAM supports macOS and Windows.
Competitor Analysis
Competitor analysis is a first and obligatory step in elaboration the proper corporate marketing strategy and creating sustainable competitive advantage. Use powerful opportunities of numerous solutions from ConceptDraw Solution Park for designing illustrative diagrams, charts, matrices which are necessary for effective competitor analysis.Business Tools Perceptual Mapping
This sample shows the Perceptual map. It was created in ConceptDraw DIAGRAM diagramming and vector drawing software using the Matrices Solution from the Marketing area of ConceptDraw Solution Park.Perception Mapping helps organizations measure and transform all aspects of their business, people and culture. Perception Mapping allows to represent the complex relationships graphically, helps identify potential problems of the organization and make the best decisions.
Matrices
This solution extends ConceptDraw DIAGRAM software with samples, templates and library of design elements for drawing the business matrix diagrams.
Basic Floor Plans
Detailed floor plan is the basis of any building project, whether a home, office, business center, restaurant, shop store, or any other building or premise. Basic Floor Plans solution is a perfect tool to visualize your creative projects, architectural and floor plans ideas.
Examples Flowchart
ConceptDraw DIAGRAM diagramming and vector drawing software provides the unique Flowcharts Solution from the "Diagrams" Area of ConceptDraw Solution Park with variety of vector objects libraries and collection of examples Flowchart. Each example flowchart included in Flowcharts solution is a real help in drawing process, it can be the good base or perfect source of inspiration.
The vector stencils library "Workflow diagrams" contains 54 symbol icons for drawing the work flow charts.
Use these clipart to represent information flow, automation of business processes, business process re-engineering, accounting, management, and human resources tasks in industry, business, and manufacturing.
"A workflow consists of an orchestrated and repeatable pattern of business activity enabled by the systematic organization of resources into processes that transform materials, provide services, or process information. It can be depicted as a sequence of operations, declared as work of a person or group, an organization of staff, or one or more simple or complex mechanisms.
From a more abstract or higher-level perspective, workflow may be a view or representation of real work, thus serving as a virtual representation of actual work. The flow being described may refer to a document, service or product that is being transferred from one step to another.
Workflows may be viewed as one fundamental building block to be combined with other parts of an organisation's structure such as information silos, teams, projects, policies and hierarchies." [Workflow. Wikipedia]
The clipart example "Design elements - Workflow diagram" was drawn using the ConceptDraw PRO diagramming and vector drawing software extended with the Workflow Diagrams solution from the Business Processes area of ConceptDraw Solution Park.
Use these clipart to represent information flow, automation of business processes, business process re-engineering, accounting, management, and human resources tasks in industry, business, and manufacturing.
"A workflow consists of an orchestrated and repeatable pattern of business activity enabled by the systematic organization of resources into processes that transform materials, provide services, or process information. It can be depicted as a sequence of operations, declared as work of a person or group, an organization of staff, or one or more simple or complex mechanisms.
From a more abstract or higher-level perspective, workflow may be a view or representation of real work, thus serving as a virtual representation of actual work. The flow being described may refer to a document, service or product that is being transferred from one step to another.
Workflows may be viewed as one fundamental building block to be combined with other parts of an organisation's structure such as information silos, teams, projects, policies and hierarchies." [Workflow. Wikipedia]
The clipart example "Design elements - Workflow diagram" was drawn using the ConceptDraw PRO diagramming and vector drawing software extended with the Workflow Diagrams solution from the Business Processes area of ConceptDraw Solution Park.
SWOT Analysis
The SWOT Analysis provides information that is helpful in matching the firm's resources and capabilities to the competitive environment in which it operates. As such, it is instrument in strategy formulation and selection. SWOT analysis is a method of strategic planning which identifies the factors internal and external environment of the firm and divides them into 4 categories: strengths, weaknesses, opportunities and threats. The ConceptDraw DIAGRAM and MINDMAP software allow professional to make well-designed SWOT matrix in minutes.Swot Analysis Examples for Mac OSX
SWOT Analysis solution from ConceptDraw Solution Park extends ConceptDraw MINDMAP and ConceptDraw DIAGRAM software with easy-to-use SWOT Analysis tools for Mac OSX and Windows.- Total Quality Management TQM Diagrams
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