As we discussed in class, the quality of a services is more variable than the quality of a product simply because they cannot be mass produced. Our text defines variability as "the characteristic of a service that means that even the same service performed by the same individual for the same customer can vary." I learned about this first hand working in a franchise coffee stand. One of their core values was that the various drinks made at the stands would all be the same. In order to combat any variability employees were required to memorize the ingredients and their measurements for all beverages served. After training we were tested on this knowledge before receiving our scheduled hours. Even with these extra precautions preventing variability proved to be very difficult while working as a barista.
No comments:
Post a Comment