1. Objectives: Total Quality Management in Service – THM – Nafiya Guden
Understand what Gap 3 is
Be able to explain the key factors that contribute to Gap 3
Be able to find solutions to Gap 3
Possible exam questions

2. What is GAP 3? The service performance gap Role Ambiguity
Role Conflict
Poor Employee – Job Fit
Inappropriate Supervisory Control Systems
Lack of perceived control
Lack of Teamwork

3. Role Ambiguity
When the employee has not been given the information required to perform the job
When no or very little training has been given
Uncertain of what Management expects from them

4. Role Conflict Perception that they can not please all guests
Customer expectation vs company expectation
Role overload

5. Poor Employee Job Fit
Personnel not suited to the job they are placed in
Example they may lack language skills or interpersonal skills or technology skills
Low paid employees may be selected as a result they may not be qualified

6. Inappropriate Supervisory Control Systems
Measured by out - put (How many per hour)
Lack of reward systems
Lack of technology

7. Lack of perceived control
How can employees deal with stressful situation?
How much empowerment is given to staff?
Organizational rules, procedures and
culture may limit control
Not being able to predict demand – possibly lack of technology or communication

8. Lack of Team Work
Not appreciating each others role in fulfilling a goal
Does management care?
Recognition for good practice
Poor culture in work place

9. HOW CAN MANAGERS CLOSE GAP 3? (Exercise)
Role Ambiguity
Role Conflict
Poor Employee – Job fit
Inappropriate Supervisory Control Systems
Lack of perceived control
Lack of Team Work

10. Closing GAP 3: Role Ambiguity: Provide role clarity Job Description
Adequate training
Regular communication
Informing staff of any changes before they occur
Teaching employees about customers

11. Closing GAP 3: Eliminating Role Conflict Define service roles
Involve employees in standard setting
Appraisal systems – regular meetings and goal setting
Other performance measurements
Regular breaks and varied tasks

12. Closing GAP 3: Improving Employee Job Fit
Careful selection of employees
Effective ways of recruiting employees
Education and training
Job Satisfaction
Fair pay, commission, bonus and rewards
Selecting efficient technology

13. Closing GAP 3: Measuring and rewarding service performance
Observing employees
Research methods (Mystery Shopper)
Recognition for employees performance
Financial rewards
Career advancement
Employee of the year

14. Closing GAP 3: Empowering Service Employees
Provide training on empowerment
Allow them to make decisions
Looser structures than detailed standardized procedures
Allow staff to set standards and procedures
Provide a kitty for encouraging creative decision making

15. Closing GAP 3: Building Team Work Team meeting Setting goals as a team
Changing task roles
Personnel Activities
End of year celebrations
Team events
Team training events with games

16. Summary
The service performance gap therefore requires management to take an active role in firstly selecting the right staff, training them adequately, monitoring them with regular contact, empowering them, encouraging team work and rewarding them for good performance. Appropriate technology would help achieve this.

17. Possible Exam Question:
Explain Gap 3