MOSQUAM - Mobile-Standard-Quality-Measurement

 

MOSQUAM - evaluation

The examination of the service quality can proceed in a function-orientated as well as in a process-orientated way. This will be illustrated using the example of a hotel.

For example the hotel industry defines the following company functions:

• Front Office/Rooms Division

• Food & Beverages

• Marketing & Sales

• Security/Engineering.

• ---------------------------------------------- line of visibility

• Management

• Finance & Accounting

• Human Ressource

Having a closer look at the business processes in the hotel industry, precisely the same aspects as in function-related tests are simply resorted and measured as follows:

• Reservations

• Check-In

• Stay

• Check-Out

• After-Sales

• ---------------------------------------------- line of visibility

• Management

Thus for example the common international quality and service standards of the hotel industry can be measured easily. The reporting protocol of MOSQUAM reflects that vividly. The result is the rating of the quality performance as well as the current classification of the own hotel or cruise ships according the internationally used categorisation.

Besides the above all entire rating of the quality condition, results protocols and checklists are automatically generated, which list the “critical incidents” and support you with the quick and problem centered elimination of all accrued nuisances.

More about "quality measurement" and "critical incidents":

• Benkenstein, Martin; Güthoff, Judith (1998): Methoden zur Messung der Dienstleistungsqualität, In: Bruhn, M.; Meffert, H. (Hrsg.): Handbuch Dienstleistungsmanagement, Wiesbaden 1998 (GERMAN)

• Grönroos, Christian (1983): Innovative marketing strategies and organization structures for service firms, In: Berry, L.L.; Shostack, L.; Upah, G.: Emerging perspectives on services marketing, American Marketing Association, Chicago 1983

• Hentschel, Bert (1992): Dienstleistungsqualität aus Kundensicht. Vom merkmals- zum ereignis-orientierten Ansatz, Wiesbaden 1992 (GERMAN)
• Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. (1985): A Conceptual model of service quality and its implications for further research, In: Journal of Marketing 49, 1985