Preventive Service Management Essay Sample

Stages of Preventive Service Management

Preventive service management is a new framework applied by a large number of businesses in the contemporary society to facilitate provision of high quality service and production provision, hence a high level of client satisfaction (Hayes & Ninemeier, 2012). This framework is performed through four basic stages as discussed herein:

Detection

This is the first stage of a preventive service management; it focuses on identification of potential failures, flaws, challenges and issues that might arise as clients utilize certain services. It main importance is based on the fact that it facilitates timely identification of potential service flaws, thus timely resolution.

Prevention of Service Failures and Potential Risk Factors

In this stage, service providers engage in activities geared towards the prevention of identified potential risk factors and associated service failures. It is important as it may focus on development and application of appropriate mechanisms geared towards the prevention of occurrence of potential service failures, therefore a high level of client satisfaction (Pizam, 2014).

Notification of Clients in regard to Identified Failures

This is the third stage of a preventive service management failure; it basically involves providing timely information to the clients in association with potential service failures that might be affect the service offered by a certain company. The importance of this stage is to ensure that instances of inconveniences that might be caused by a company to clients are prevented, hence promoting a proper rapport between the company and its clients.

Follow-Up Activities

Follow-up is the last stage of the preventive service management; it basically involves monitoring and evaluating the successes of the mechanisms implemented to prevent identified potential failures. The importance of this stage is to collect feedback regarding the success and failures of the mechanisms implemented to prevented failures, thus creating a platform for improvement.

How my Current School Performs in each Stage

My college offers various services to students; through the administration, the college engages in discussion through surveys where they engage students in identification of challenges they might be facing while using certain services. This is followed by corrective actions i.e. correcting challenges that might lead to slow internet in the library. However, in some cases, the school administration provides advance information regarding certain failures that might affect learning activities and how students should react to this for instance: Informing students that online courses might not be accessible for two days due to certain repair and upgrade of the school’s internet access. Lastly, through surveys and questionnaires, the college engages the students in identification of successes and failures of new services or improvements that have been made on certain activities.

References

Hayes, D., & Ninemeier, J. (2012). The Four Stage Framework of Preventive Service Management (2nd ed.). Boston: Prentice Hall.
 
Pizam, A. (2014). International encyclopedia of hospitality management. Amsterdam: Elsevier Butterworth Heinemann.