POINTERS1 Flashcards
5 DIMENSIONS OF SERVICE QUALITY
TANGIBLE
RELIABILITY
RESPONSIVENESS
ASSURANCE
EMPATHY
is associated with the environment in which the service is rendered to the customers. This is the equivalent of physical characteristics of the quality of goods.
Tangible
is the ability to perform the promised service dependably and accurately to customer’s specific services.
Reliability
is the willingness to help customers and provide prompt service
Responsiveness
is defined as employees knowledge of courtesy and the ability of the firm and it’s employees to inspire trust and confidence.
Assurance
refers to the caring attitude that an organization provides toward customers.
EMPATHY
TYPES OF MAINTENANCE
BREAKDOWN MAINTENANCE
PREVENTIVE MAINTENANCE
CORRECTIVE MAINTENANCE
MAINTENANCE PREVENTION
It means people wait until equipment fails and repair it.
BREAKDOWN MAINTENANCE
It is a daily maintenance (cleaning, inspection, oiling, and re-tightening), designed to retain the healthy condition of equipment and prevent failure through the prevention of deterioration, periodic inspection, or equipment condition diagnosis to measure detorioration.
Preventive Maintenance
It improves equipment and it’s components so that preventive maintenance can be carried out reliably
Corrective Maintenance
It indicates the design of new equipment.
MAINTENANCE PREVENTION
Time-based maintenance consist of periodically inspecting, servicing, and cleaning equipment and replacing parts to prevent sudden failure and process problems
Periodic Maintenance
This is a method in which the service life of an important part is predicted based on inspection or diagnosis in order to use the parts to the limit of their service life.
PREDICTIVE MAINTENANCE
