Ожидается, что со временем первых три элемента окажут позитивное влияние на прибыльность компании, и именно по этой причине такой параметр, как прибыльность, был включен в ее политику качества обслуживания. Качественные параметры производительности услуг измеряются с помощью изучения степени удовлетворения клиентов и их жалоб, а также при исследовании степени удовлетворения работников. 8 этом контексте для самооценки используются оценочные критерии Финской системы вознаграждения за высокое качество.
Чаще всего элементы количественных и качественных параметров производительности услуг взаимосвязаны. Анализировать каждый из этих элементов по отдельности, в определенном логическом порядке, очень сложно. И хотя мы выше попытались это сделать, по нашему твердому мнению, важнее всего именно понять, что все эти элементы составляют единое целое. Тем не менее, кратко перечислены отдельно количественные и качественные параметры производительности услуг исследованной нами фирмы.
В рассматриваемой нами фирме можно выделить различные количественные и качественные элементы. Следует, однако, отметить, что сама компания Pohjola включила в свою концепцию производительности не все элементы, которые мы представили в таблицах. Так, очевидно, что количественные элементы в существующей в Pohjola практике оценки отражены. Что касается качественных параметров, в Pohjola нематериальные элементы систематически не разрабатываются, поскольку компания никогда не переводила свое сервисное предложение в материальное выражение так, как это предлагают делать специалисты по маркетингу услуг. Таким образом, критика отсутствия целостности при трактовке различных элементов качественных параметров кажется нам вполне обоснованной, хотя проводимая сегодня фирмой политика по отношению к качеству может рассматриваться как попытка следовать в нужном направлении.
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Application 0.034 seconds (+0.002); 4.03 MB (+0.112) - beforeRenderModule mod_virtuemart_cart (Корзина)
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Application 0.145 seconds (+0.002); 6.95 MB (+0.017) - afterRender
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