MOSQUAM - Mobile-Standard-Quality-Measurement

 

MOSQUAM - USP

The data for MOSQUAM is being collected by means of a Personal Digital Assistant (PDA).
A simple, optical and intuitively easy comprehensible menu navigation is supportive to the testing person during the procedure. Data is being evaluated statistically by the PDA shortly after entering the rating and first results are being provided. The results protocol along with time series comparison and the checklist of "critical incidents" are provided as multiple page Pdf document or as raw data.
 

The central USP of MOSQUAM consists in the possibility of rating the service chain in a function-orientated as well as in a process-orientated way: this allows a considerably more exact description of strenghts and weaknesses as well as an exact assignment of discovered "critical incidents". Another pecularity is the possibility to distinguish between a biotic (covered) as well as an open  measurement of service quality, since according to the survey’s visibility, the number of aspects to be evaluated changes.

Biotic tests are usually effected by external testing persons, who are not known by the employees.Open tests happen in the presence of the employees. The testing person, the time and the method are officially known.
The biotic survey of the service chain proceeds in the course of a so called "Mystery Shopping" and analyses exclusively the quality aspects that are visible for customers/guests. Therefore, the measurement  occurs in front of the line of visibility. Herewith, the biotic measurement provides all the advantages of a hidden inspection. Referring to the function-orientated measurement, all quality aspects, for example regarding the Management and Back Office that are not accessible for regular guests, are excluded. For the open inspection of the service chain, all quality aspects are measured by experts in coordination with the company. Furthermore, the measurement also proceeds behind the line of visibility and evaluates for example the Management quality and the Back Office.

Test - special comments
Besides the typical statistic-mathematic rating, the testers have the possibility to comment on the test-criteria in different - multimedia - ways. Particularly for critical ratings the comment-function is very useful to evidence negative ratings with personal impressions or photographic proves.

• Notes
  A note can be written about each test-criterion.

• Photo-Comments
  One or more photos can be added to each test-criterion via the PDA to e.g. document nuisances in cleanliness.

• Voice-Comments
  Via the voice recorder each test-criterion can be provided with a mp3-voice-commentary e.g. to record soundscape.

MOSQUAM sorts all notes, photos and voice comments automatically, adds them to the according test criterion and updates the evaluation reports.

Do you want to know more about MOSQUAM?
Just ask us! We would like to present to you individually MOSQUAM and its advantages.

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