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Managing service quality to deliver excellence
/content/chapter/10.22233/9781910443156.chap26
Managing service quality to deliver excellence
- Author: Caroline Jevring-Bäck
- From: BSAVA Manual of Small Animal Practice Management and Development
- Item: Chapter 26, pp 478 - 488
- DOI: 10.22233/9781910443156.26
- Copyright: © 2012 British Small Animal Veterinary Association
- Publication Date: January 2012
Abstract
Veterinary practice is a service industry committed to serving the needs of clients through selling veterinary services and products. This chapter highlights some of the key issues behind producing excellence in client service (with a focus on managing and delivering the supporting service), and its relationship to quality, satisfaction and profitability.
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Figures
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26.1
The links in the service–profit chain. (After
Heskett et al., 2008
) © 2012 British Small Animal Veterinary Association
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26.2
The service experience: each arrow represents a mini-experience, and each face a human interaction. © 2012 British Small Animal Veterinary Association
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26.2
The service experience: each arrow represents a mini-experience, and each face a human interaction.
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26.3
A consistent friendly welcome to owners and their pets makes all the difference. © 2012 British Small Animal Veterinary Association
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26.3
A consistent friendly welcome to owners and their pets makes all the difference.
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26.4
Clearing obstacles to improve the flow of a river. Process-mapping looks at obstacles and hindrances within the service process so that they can be removed or bypassed. Drawn by S.J. Elmhurst BA Hons (www.livingart.org.uk) and reproduced with her permission. © 2012 British Small Animal Veterinary Association
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26.4
Clearing obstacles to improve the flow of a river. Process-mapping looks at obstacles and hindrances within the service process so that they can be removed or bypassed. Drawn by S.J. Elmhurst BA Hons (www.livingart.org.uk) and reproduced with her permission.
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26.5
An example of a process map for a vaccination appointment. BCS, body condition score; TPR, temperature, pulse, respiration; LN, lymph nodes. © 2012 British Small Animal Veterinary Association
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26.5
An example of a process map for a vaccination appointment. BCS, body condition score; TPR, temperature, pulse, respiration; LN, lymph nodes.
/content/figure/10.22233/9781910443156.chap26.fig26_6
26.6
An example of a process map for dealing with an emergency patient with a cut paw. © 2012 British Small Animal Veterinary Association
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26.6
An example of a process map for dealing with an emergency patient with a cut paw.