These two concepts: productivity and quality of service sometimes appear as conflicting. Scott Mead insists that this is the case. It seems that if we want to achieve quality productivity we must resign ourselves, either if we seek productivity, necessarily undermine the quality of the service. It is necessary to understand that productivity in services is not measured in the same way as in manufacturing organizations. Let’s see what says one author recognized in this field. Christian Gronroos, in his book Marketing and management services, develops the theme of productivity and quality. Then extract some concepts: traditionally, in the industrial sector, productivity is measured using internal measurements.
Such mechanisms, when they are used by service companies, have little or nothing to do with the quality. Typical ways of measuring productivity are, for example, the number of meals served per hour or costs per meal in a restaurant. () services are much more complex. Therefore, an approach is needed more inclusive on productivity. Customers do not evaluate only the result of the production process; In addition, they do not assess isolated activities, but all who perceive and operation in which are involved.
Therefore, productivity has to be controlled both by external measurements as internal. The external measurements are oriented to the satisfaction of clients (external efficacy), since they lead to high levels of quality, while the internal measurements are linked to the costs of the resources that are used to achieve a certain quality perceived in the services (internal efficiency). And now I tell you how these truths in an experience that I lived weekend saw reflected. We went to dinner with some friends to a place which pleased us because it combined good food with space for games supervised by permanent staff and parents view. As we have young children, this combination seemed appropriate for the occasion.