Sparkle-Clean's Sweeping Success: Overcoming Quality Challenges in Institutional Housekeeping
商品編號：W37611
出版日期：2024/09/30
再版日期：
商品來源：
商品主題：Management Science; Operations Management
商品類型：Case (Field)
涵蓋議題：Service Quality;Statistical Process Control;Control Charts;Cost/Benefit
難易度：4 - Undergraduate/MBA
內容長度：6 頁
地域：India
產業：Other Services
事件年度：2022
Sparkle-Clean Institutional Housekeeping (Sparkle-Clean), which serviced the Taradevi Institute of Science, Commerce and Arts (TISCA), suffered a drop in performance ratings following numerous complaints about its subpar housekeeping services at TISCA. This was a concerning trend, as Sparkle-Clean had been a reputable brand in the competitive market, providing a high level of interior cleaning services. Such quality challenges and the threat these posed to the company’s reputation called for close monitoring of Sparkle-Clean’s services. The operations manager at Sparkle-Clean recognized the gravity of the issue and realized it could jeopardize the company's long-standing engagement with TISCA. It was thus imperative that Sparkle-Clean swiftly identify and address the underlying issues that had led to the uncharacteristic decline in service delivery quality, to regain its customer’s trust and restore its reputation as a high-quality service provider within the academic sector. To get to the bottom of the issue, the operations manager asked his team to collect, organize, and collate all the data for the current year pertaining to specific complaints and the ratings given by the faculty, staff, and students who used the buildings at TISCA.
教學手冊：Sparkle-Clean's Sweeping Success: Overcoming Quality Challenges in Institutional Housekeeping - Teaching Note
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