DATABASE - DEMOGRAPHIC INFORMATION & SERVICE DELIVERY MODEL PRESENTATION

Database - Demographic Information & Service Delivery Model Presentation

Database - Demographic Information & Service Delivery Model Presentation

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The present day have been marked by an unprecedented expansion of the service sector. In most of the world this is already the fastest growing sector in economy, both in regard to billing as with regard to the use of hand labor (Kotler 1994). It simple to say that companies need to be customer-oriented, it should seek exceed expectations this by offering a high level of quality and he will repay with loyalty. In practice, however, transform these recommendations into concrete methods of work, to get everyone in the organization understand and apply, and to establish a quality control in the pursuit of "zero defects" is a complex task, and must follow certain steps so that its implementation is effective.

The service companies of various branches, however, already realized that such paradigm of quality focused on the production of industrial goods to be broken and that the delivery of quality services is currently considered a strategy essential for survival and success in today's competitive scenario. Results from U.S. studies that use data from PIMS (Profit Impact of Market Strategy), according to Zeithaml, Berry & PARASURAMAN (1996: 31), "show that companies offering superior service achieve growth in market share greater than normal, the mechanisms by which service quality influences profits include increase in market share and premium prices and superior in quality business services charge an average price 8% higher than the competition. " Only such data are sufficient to demonstrate the fact that investing in quality service the company is actually investing in differentiation, competitive strategy, if well managed, can lead the company to reach a competitive advantage over the competition.

The first stage of quality services, according ...