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Desafío: Calidad del Servicio e IS

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Desafío: Calidad del Servicio e IS

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About this activity

Afirmaciones sobre Calidad del Servicio e Ingeniería de Servicios.

Created by

Solymar Hernandez Soloman
Solymar Hernandez Soloman
Guatemala

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Desafío: Calidad del Servicio e IS
 

Desafío: Calidad del Servicio e ISOnline version

Afirmaciones sobre Calidad del Servicio e Ingeniería de Servicios.

by Solymar Hernandez Soloman
1

Momentos de Verdad ocurren solo durante la compra inicial.

2

La Ingeniería de Servicios busca crear valor para el cliente a través de la calidad del servicio.

3

SERVPERF mide solo percepciones y no expectativas.

4

La innovación en servicios y procesos ayuda a crear valor agregado.

5

El valor agregado es beneficios adicionales para el cliente sin subir el precio.

6

La IS se enfoca solo en el producto y no en el cliente.

7

La calidad del servicio se mide con indicadores y monitoreo del desempeño.

8

Un valor agregado siempre implica innovaciones en tecnología.

9

La auditoría de calidad debe ser exclusivamente predictiva.

10

Momentos de Verdad son los puntos de contacto donde el cliente experimenta el servicio.

 
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