You can put much emphasis in the design phase of the service, taking into account the needs and expectations of customers, who have been evaluated carefully, and establishing specifications for the provision of the service, to respond to those expectations. However, you will not get quality service if the process fails at the moment of putting these requirements into action. I.e., when the Orchestra starts to run the score. Here I present the 7 key factors that researchers Zeithaml, Parasuraman and Berry have been detected as main causes of this deficiency in the provision. The question would be, why, if it is all designed for excellent service, is not possible to run it that way? I invite you to make your own diagnosis on the basis of the following factors: 1. ambiguity in functions. Refers to the safety of employees with respect to what managers expect of them.

It is important that has been transmitted to each employee clearly what are their duties and is expected to implement them. It is not uncommon to find with confusion in this area. The supervisor expected employee performing such a task or fulfil such a function, but the employee does not because it is not aware of that is within the powers of his post. Also, sometimes overlapping functions of different employees, generating internal conflicts by not having clear who actually correspond. 2. Functional conflicts. Very common is found with exceeded working clerk. Does not reach the time to cater to all customers, internal or external, should be.

In turn, is often on the desktop of the side another employee with time idle, since its function requires much less work load. It is necessary to level this workload and ensure that employees have adequate resources to serve all customers in time and in the way that is intended to meet them. And is important to accomplish this not only on paper, in a theoretical way, but verify it in reality and contrast it with the employee, because many times extra work comes from other interference and contingencies that are not taken into account in the standard time of the tasks.