Delivery in day(s): 4
Community Service Assignment Solution
The service organisation that has been selected for the current discussion is 3 Bridges Community Incorporated. The organisationis closely associated with the offering the service delivery to the different communities in Australia. They use to focus on the services offered to the communities in the form of the belonging, self-sufficiency, self-worth, and the value offering to the people. They are working in this service industry for more than 40 years and they also use to serve over 25,000 people each year. The organisation use to hold the vision as an independent and non – community religiousorganisation those use to make a positive difference and the perfect impact on the lives of the people through the perfect engagement, integration and the activation.
Meeting the needs of the community people at every stage of life is the key motivational aspect of their business functions. They use to support the children with the proper education program,the support offering to the senior citizens, and support offering to the youth regarding their education, recreation and others. Therefore, the community service assignment will discuss regarding the different functional aspects of the organisation regarding the front stage functions and the backstage functions. The determinants of the satisfaction and the dissatisfaction of the service organisation also have been discussed in this community service assignment solution. The important moments of truth of this effective service organisation to support all community people has been elaborately describing. Also, the service recovery strategy plan for this organisation has been mentioned in this research process.
Service Organisation as blueprint
As per the view ofPerrott (2014), the service blueprinting is the most efficient tool for the effective service planning tool. It is used for the development of the existing service of the organisation as well as for the development of the new innovative services in any organisation. It also has been mentioned that the service blueprinting is the effective tool that allows for the visualisation of the service development process by elaborating the contact points between the client and the firm in an effective manner. Therefore, it can be stated that the service blueprint is the complete service production process that summarisesthe important points of client interaction. The required information for the building of the effective service blueprint are as below:
Requirement of the client for each segment
The requirement of the clients in each group have been mentioned as below:
Children and families: OOSH and the vacation care offering to the children. The high-qualityeducationprogram is offering to the children from the kindergarten to thechildren of age sixyears. The effectiveplay-based learning services are offered to them. Therefore, the requirement is to maintain the good quality service offering to the children as well as to the parents(3bridges, 2016).
Youth: Offering the best quality training and development program to the youth or the development of the skills inside them relevant with the after transition phase from the school is the requirement of the clients(3bridges, 2016).
Adults: Offering the high quality of knowledge and support to the adult group of community people are the requirement of the client at this segmented part.
Seniors: The home medication as required by the aged community people, along with the support of the agedpeople with the mental health care are the key requirement for this segmented people.
Documentation of the processes and the sub-processes of the existing services: proper documentation is required to keep the correct track of the progressions.
Related resources for each and every step of the process: the effective resources are required to be maintained for the proper flow of the service offering.
The time frame of the processes: The time free is required to be maintained for the correct delivery of the services at the correct time and to make the customers satisfied.
At the same time, it is important to identify the perfect target group so that the new innovative services van be developed as well as the existing services can be developed to satisfy the customers with their services. The target group that the 3 Bridges community Incorporated deals with are the children group with their parents, the youth group for the training and development, and the age group to offer them the meaning to live their life with dignity with the perfect engagement with the different activities.
As per the view ofPrakash & Mohanty (2013), the service blueprint of 3 Bridges community has differentiated the five degrees of the client interaction and integration as below:
The lines of separation are as follows:
- The clientinteraction line: This line uses to separate the process steps of the service activities related to the community people used by the organisation that use to carry out the clients associated with the service organisation in an individual manner.
- The visibility line: This line uses to separate the service activities that the clients for the different community people associated with the services of the organisation which are hidden from the actual view. It is based on the perspective view of the clients. Just above the line of visibility, the different components of the services those are seen, observed and viewed are ordered by the clients. Here, the observed service activities are the high-quality support for the different segmented people as per the requirement(Percival, 2016).
- The internal interaction line: This internal interaction line uses to separate the activities of this organisation those use torelate with the immediate relevancy with the orders of the client with the support activities offered by the organisation in an effective manner. This line of interaction determines the overlapping of requirement and the service offering. The maintenance of the high-quality support as per the requirements of the client can be mentioned in this line(Percival, 2016).
- The control line: The line of control differentiates the preparation of the different service activities for the effective management of the organisation(Percival, 2016).
The service blueprinting process for the existing service maintenance of the organisation is as below:
Front stage and the backstage functions of the organisation
As per the view ofEkstrand & Damman (2016), the front stage functions of any organisationis defined as the business activities that the client are facing regarding the marketing management, sales, and the service or the product delivery in a proper manner.This is the part of the operations of 3 Bridges community Incorporated that the client uses to face. On the other hand, as per the view ofEkstrand & Damman (2016), Backstage makes up all the administrative and support process associated with the different front office activities.
Front stage functions of the organisation
The Front stage functions of the organisation can be defined regarding the effective marketing strategy and the service delivery models undertaken by the employees of the organisation. Sustaining the quality management is the key aspect of the front stage function of the organisation. The 3 Bridges community is the most growing community with almost 145 staffs and 300 volunteers. The Front stage functions are well managed with the help of the funding of $5.9 million from the local, state and the Commonwealth programs and also are supported by many supporters of the services offered by the organisation (HSNet, 2016). The marketing strategies and the services offered by the organisationare certified to the ISO 9001: 2008 Quality Management system certification. The marketing activities also are supported by NSW Disability services standards.
The organisation continuously look forward to the development of the strategy to maintain the quality assurance. The RAP is the effective Reconciliation plan (business plan) which use to create the most meaningful relationships, enhance the concept of the respect, and also promote the supportable opportunities for the Aboriginal and Torres Strait Australians. At the same time, the innovative RAP has been advanced for the perfect enhancement of the history, the cultural aspects of the Aboriginal and Torres Strait Australian so that they will be able to offer the service to them (3bridges, 2016). The effective business plan they have undertaken for this group of people is VOICE.
- Vibrant: energetic engagement of this community.
- Openness:the building of arelationship with trust.
- Innovation: opportunities to build the better community.
- Collaboration: offering the services as per the requirement.
- Excellence: making the leaders in the community for the better offering of the services(3bridges, 2016).
Backstage functions of the organisation
To support the marketing activities and the delivery of the services in exchange for the service package, the management use to take the help of the staffs of the organisation as well as the increasing rate of the volunteers for the backend job. The backstage function of the organisation is the backbone of the organisation. The effective management team use to follow the key performance indicators and also use to perform day to day activities regarding the delivery of the services, financial management, and towards the aspect of the continuous improvement (3bridges, 2016). Apart from that, there are many advisory groups those use to support the backstage functions to support the front stagefunctions of the organisation.
Moments of truth of the organisation
As per the view ofAppleton (2012), the moments of truth of any organisation is defined as the occurrence where both the customer and the organisation use to come close to each other to be mutually benefitted and customer use to get the opportunity to know the organisation in a proper manner to change the perception of the organisation in a positive manner.
The most effective Moments of truth associated with 3 Bridges community incorporated are the effectivecustomer service with the help of the innovative service processes and fulfilling the requirement of the organisation. The feedback from the community partner on the merger of the three distinctive community also is referred as the moments of truth of the organisation(3bridges, 2016). The three important bridges are Pole Depot, Keystone, and the Menai Community services(3bridges, 2016). With the perfect merger of these three communities, the organisation is well able to support all the community group people with the innovative process to fulfil their daily needs and the requirements to improve their standard of living for the future aspect and also for the present.
- Pole Depot: They have started their operations in the community service offering since the year 1978. The department of the youth and the community service were the core role of this organisation.
- Keystone:It is the well patronised and the most proved asset to the community to offer the better service to the community people in Australia. It also has initiated its business operation in the year 1978(3bridges, 2016).
- Menai Community Services: In July 1983, the group of the residents of Australia has developed this committee to offer the community support.
With the help of the merger of these three important organisations, the moments of truth of the organisationis based on the supreme quality of the quality assurance regarding the service offering to all the community group people as per their requirements in the Australian market. This moment of truth has made the organisation most well-known among the health and social care organisation in Australia.
Determinant of the satisfaction and the dissatisfaction of the service organisation
As per the view of Oliver (2014), Service quality measurement and evaluation is the most effective tool for the perfect development of the organisation to meet the requirement of the organisation. It is also effective for the measurement of the gap between the expectation and the experiencethat the client has faced for the service offering, thisgap either give rise to the satisfaction if the experience level is higher than the expectation. Also, the dissatisfaction uses to get arise, if the expectation is higher than the experience by the clients from the service offering.
There are many service quality models such as Nordic model, SERVQUAL model, multilevel model, and the Hierarchal model. With the help of these service quality models, the determinants of the satisfaction and the dissatisfaction can be identified and elaborated.
As per the view ofKvist (2012), the model has been described two determinantfunctions like technical in the form of the outcome of the service delivery and functional in terms ofthe processrelated that how the customer service the clientsaregettingfrom the organisation.
Based on the diagram representation, it can be stated that the technical quality and the functional quality are the determinant factors for the building up the image of the organisation to the customers. It also uses to make the bridge between the perceived service quality and the expected service quality. Greater, the degree of the expected service quality, is the cause of the dissatisfaction, and the greater the perceived quality is the cause of the satisfaction of the customers of 3Bridges community.
This model has been designed to remove the weakness of the Nordic model. It is the most helping tool useful for the managers to identify the correct gap between the variables affecting the quality of the service offering. This tool also is helpful to determine the determinants of the satisfaction and the dissatisfaction factors of the customers.
Based on the model, All these factors and associated with the perceived quality by the customers and also is the base of the perceived quality measurement in an effective manner.
In the year 2001, Brady and Cronin have designed this new model. As per the model, there are three service quality perceptions in terms of the Interaction (Attitude, Behaviour, and the expertise), Environment (Ambient,condition, Design, and the social factors), and Outcome (Waitingtime, Tangibles, and Valence). These factors are recognised as the determinant fact as per this model for the functional activities of 3Bridges community incorporated.
Based on the diagram, it can be stated that the three determinants as mentioned are directly associated with the Service quality offered by the organisation to make the customers satisfied or dissatisfied in an effective manner.
Based on all the discussion, it can be mentioned that the technical part of the organisation regarding the delivery of the service goods by maintaining the quality assurance, and offering the good customer service are the two important determinants of the satisfaction and the dissatisfaction of the customers associated with the 3Bridges community.
Service recovery strategy plan for the organisation
As per the view ofAppleton (2012), service recovery is the most important strategy to be sued for the organisation, where the customer's experience and the specifications are not met. The failing nature of the technical, mechanical, communication with the customers may cause the failure of the service offering. In this aspect, the service recovery plan is the most important event to be conducted in 3Bridges community in an effective manner. It is dealing with the problems of the customersthrough the effective customer service and offering the high-qualityservices to them to meet their expectation with the perceived quality in a positive manner.
As per the view ofEkstrand & Damman (2016), there are two important dimensions for the effective planning of the service recovery, they are:
- Internal aspect (Services by design): It has been mentioned by Ekstrand& Damman (2016), that the 80 percent of the customers use to get dissatisfied by the design of the service delivery. Here, the management of the organisation should focus on the design of the serviceoffering along with the packages they are charging from the customers.
- External aspect (Interaction with the customers): The external aspectsare the higher quality customer service offering to listen to the problems of the customersand have a quick action totheseproblems. So that eh customers will feel valued fo theorganisation.
The effective service recovery system suggested for the organisation has been mentioned as below:
With the help of the diagram as mentioned blow, it has been understood that the seven important steps for the service recovery systems are:
- Conduction of the customer research: It is required to arrange for the customer feedback so that the perceived service quality can be evaluated.
- Identification of the service reacted problems: After the conduction of the customer research, the service related problems will be identified to take the corrective action.
- Identification of the complaints of the customers: The accuratecomplaints of the customers related to the service quality is required to be identified as well.
- Conduction of the cause analysis: The cause analysis for the poor service related feedback from the customers should be identified.
- Resolve the problems: After that, it is required to resolve the problems with the correct action to convert the dissatisfaction of the customers to the satisfaction offering to the customers.
- Learnfrom the experience: These steps are done to learn from the experiences.
- Modification of the serviceprocessing:after the identification o the problems and gaining the experience of the difficulties, it is important to modify the entire service related problems associated with the different incidents of the organisation.
Based on the discussion, it is evident that tough 3Brodges Community Incorporated is the organisation with the high service quality offering, but is also required to adopt some strategies for the service recovery problems so that they will be continuously able to deliver the expected service quality in an effective manner. The determinants factors regarding the high-quality service, with the effective customer service, also have been mentioned for the satisfaction and the dissatisfaction related to the customers.
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