Service Management in Telco

1. Service Process

Quality

CriteraFlexi

bility

Parki

ng

Servi

ce

Suppor

t

Systte

m

Securi

tyRoom

Facilit

y

Mobilit

y

Faciliti

es

Additi

onal

Produ

ct

Qualit

y

Facilit

y of

Equip

ment

Billin

g

Food

and

Bzeve

rage

Functional

Component

Reservatio

n

Arrived at

Hotel

Check In

Go to

Room

Sleep /

Shower

Eat and

Drink

Check Out

Take Car

and Go

2b. Functional Compnent & Quality

Criteria

Functional

Component

Quality Criteria Detail

1. Reservation Flexiblity Phone

Web

2. Arrived at Hotel Parking Sevice Parking Area

Valey

Security

3. Check In Room Facility Lobby

Restroom

Support system

quality

4. Go To Room Mobility Facilities Lift

Escalator

Stair

5. Sleep / Shower Facilities of

Equipment

Tv Cable

AC

Water Heater

Additional Product

Quality

Snack

Cone Drink

Extrabed

6. Eat and Drink Room Facilities Table and Chair

AreaSize

Food and Beverage Taste

Plating

Variasi

Avilability Menu

2. Functional Compnent & Quality

Criteria

7. Check Out Billing Accurate

Detail

Support System

8. Take Care and Go

Home

Parking Service Valey

Room Facilities Valey Waiting Room

2. Functional Compnent & Quality

Criteria

3. Determined of Offered Quality

Flexibility

Parking Service

Support System

Security

Room Facility

Mobility Facilities

Facilities of Equipment

Additional Product Quality

Food and Beverage

Billing

Perbandingan antara perusahaan (Hotel)

dengan perusahaan lain dii industri sejenis.

Hotel menyediakan beberapa jenis kamar

Hotel menyediakan fasilitas tambahan

Quality of Service di bedakan sesuai

segmen pasar

3. Determined of Offered Quality

No Failure - Arived at Hotel

- Check In

- Go to Room

- Sleep / Shower

Failure - Reservasi

- Eat and Drink

- Check Out

- Take a Car and

Go Home

3. Determined of Offered Quality

Parking Security

Food and Drinking

Biaya yang dikeluarkan karena sesuatu hal

yang gagal

3. Determined of Offered Quality

TERIMA KASIH