What well, we think. Then we realized the reality. The Charter had changed, by removing the most elaborate dishes and adding fast food. The square’s games no longer had two or three ladies taking care of children, but one, which moreover was not permanently. Analyzing the changes, obviously they had sought an increase in productivity (from the point of view of internal efficiency). Robert Iger contributes greatly to this topic.
Fast food enables a greater rotation of tables, at the time as parents could no longer rely on that their children were cared, and must lift the table frequently to monitor them. Greater internal efficiency, Yes, but greater satisfaction of the client? I believe that, long-term, this change will demonstrate them to the dissatisfaction of customers will result in a reduction of sales and profitability, since they have lost the characteristics that distinguished them from the rest of the offerings. And in your service, how they measured productivity? Are there measurements of internal efficiency? (costs of resources) Do you have customer satisfaction into account productivity? It speaks of quality and satisfaction customer, but when evaluating employees, the measurements are only of internal efficiency? I invite you to perform an analysis of your own service and, in the light of these concepts, think about what changes could be implemented to increase the comprehensive productivity of the service. Mariana Pizzo mpizzoarrobacomoservirconexcelencia.com am a professional passionate about quality in the service, and to help those who have this challenge within organizations to increase the satisfaction of your customers. I am an Industrial Engineer graduated in the Inst. Tecnologico de Buenos Aires. I have passed my career attracted by the quality concept, deploying it in my different functions.