We use the ‘Service Quality Model’ developed by Parasuraman et al (1988) to help us identify, understand and reduce any shortfalls of our service delivery. By closing the five ‘gaps’ in service quality below we aim to improve our service to students.
Closing Gap 1: Learn what customers expect and their exact wants
These are the questions I think we should reflect upon to get a greater understanding each of our information service’s core competences with a view to develop them for the challenges of the future. Continue reading
A core competence is “a bundle of skills and technologies rather than a single discrete skill or technology.” (Hamel and Prahalad)
From my observation the Student Services Information Desk (SSiD) has a specific set of core competencies that deliver additional value to students and their supporters which are difficult to imitate. These are described below.
We recognise that we need to continue to improve the quality, speed and effectiveness of our delivery to service users. To this end we will:
- Continue to grow our capacity to be a “One Stop Shop” by anticipating and exploiting opportunities to develop, co-create or provide student related information and services.
- Commit ourselves to develop a motivated, engaged staff through opportunities for increasing product knowledge and empowerment, customer service skills and other relevant staff development.
- First line of student support
- Improve our signposting and referral service to specialists in the department/University
We are an information service that communicates thousands of general university messages to students and answers the majority of their face to face enquiries. As a service we are here to support the learning environment and help students with general student-related information and administration requirements. Continue reading
We are committed to using feedback from our students to drive improvement in our services and demonstrate clearly that we take action based upon their feedback. Over the years we have found ways to improve the process of collecting, analysing and acting on their feedback. Continue reading
Although we have a long standing reputation for high levels of student satisfaction we try not to become complacent about our service delivery.
Over the years we have used the ‘Service Quality Model’ developed by Parasuraman et al (1988) to help us explore and discuss any potential shortfall of performance.