Reference no: EM131301334

I need an executive summary of the whole project which my group is doing. It the first empty part in the document attached. I just need it to be filled with about 150-200 words.

Also I need to present my sections. The ones highlighted in pink. So I need a speech. It will be around 6 minutes.

I will be the one to start the presentation. so I need an introduction of the speech too. the speech should be about 400-500 words.

1. Market Research Orientation

• Are the amount and type of market research adequate to understand customer expectations of service?

• Does the company use this information in decisions about service provision?

2. Upward Communications

• Do managers and customers interact enough for management to know what customers expect?

• Do contact people tell management what customers expect? 8

3. Relationship Focus

• To what extent does the company understand the expectations of different customers?

• To what extent does the company focus on relationships with customers rather than transactions?

4. Service Recovery

• How effective are the service recovery efforts of the organization?

• How well does the organization plan for service failures?

Score for Provider Gap 1 (Total Scores for each of the above categories) 59/80 = 74%

Provider Gap 2: The Service Design and Standards Gap
1 = Poor
10 = Excellent
5. Systematic Service Design

• How effective is the company's service development process?

• How well are new services defined for customers and employees?

6. Presence of Customer -Defined Skills

• How effective are the company's service standards?

• Are they defined to correspond to customer expectations?

• How effective is the process for setting and tracking service quality goals?

7. Appropriate Physical Evidence and Servicescape

• Are the company's physical facilities, equipment, and other tangibles appropriate to the service offering?

• Are the company's physical facilities, equipment, and other tangibles attractive and effective?

Score for Provider Gap 2 (Total Scores for each of the above categories) 56/70= 80%

Provider Gap 3: The Service Performance Gap

1 = Poor
10 = Excellent

8. Effective Human Resource Policies

• How effectively does the company recruit, hire, train, compensate, and empower employees?

• Is service quality delivery consistent across employees, teams, units and branches?

9. Effective Role Fulfillment by Customer

• Do customers understand their roles and responsibilities?

• Does the company manage customers to fulfill their roles, especially customers that are incompatible?

10. Effective Alignment with Services Intermediaries

• How well are service intermediaries aligned with the company?

• Is there conflict over objectives and performance, costs and rewards?

• Is service quality delivery consistent across the outlets?

11. Alignment of Demand and Capacity

• How well is the company able to match supply with demand fluctuations?

Score for Provider Gap 3 (Total Scores for each of the above categories) 56/80=70%
Provider Gap 4: The Communications Gaps
1 = Poor
10 = Excellent
12. Integrated Services Marketing Communications

• How well do all company communications - including the interactions between company employees and customers - express the same message and level of service quality?

• How well does the company - express the same message and level of service quality?

• Does the company avoid over promising and overselling?

• How well do different parts of the organization communicate with each other. So that service quality equals what is promised?

13. Pricing

• Is the company careful not to price so high that customer expectations are raised?

• Does the company price in line with customer perceptions of value?

Score for Provider Gap 4 (Total Scores for each of the above categories) 40/60=67%

Attachment:- lifelabs.rar