Quality Makes Perfect Part (2): Why Measures Quality?

Always there exists an important question: why should service quality be measured? Measurement allows for comparison before and after changes, for the location of quality related problems and for the establishment of clear standards for service delivery. Edvardsen et al . (1994) state that, in their experience, the starting point in developing quality in services is analysis and measurement.

Just have a look at both mango tree pictures. Both pictures portray the same tree but taken at two different times. If we realized, the left picture has shown us the tree has produced new leaves which are bigger, longer and look more fresh. If we don't measure how could we know if there is any problem that hold the growth of the tree. Or if we don't measure how could we establish certain amount of fertilizer suitable for the tree. It is lucky to have a healthy growing tree so that the farmer doesn't have to find out the problem and could only maintain the amount of fertilizer to be consumed. But if the tree doesn't grow that well, the farmer has to identify what is the problem of the tree is not growing and he has to find out the suitable amount of fertilizer to be used. Those are the reasons why we should measure and compare.

However, it is simple to measure and compare the tangible product but for something that is intangible like the quality of service, it is quite hard to measure. We have to have the user or the service consumer to measure and later acknowledge us of what is the quality of our service in terms of their expectation and perception. And these people measurement sometimes were influenced by so many things in their lives such as their past experience, their personal needs, word of mouth communication and what not. That is why we measure quality...quality makes perfect.

Quality Makes Perfect (1): What is Quality?

According to the study done by Parasuraman, A, Zeithaml, V.A.& Berry L. L. (1985), quality is the difference between expectation and perception. Quality could be measured upon the satisfaction gained by the customer compared to his or her expectation prior of getting the service. If the measurement of the perception is higher than the measurement of the expectation, it shows that the customer is satisfied with the quality of the service and we could simply said that the service is of a high quality. However it is not as simple as ABC in determining the perception and the expectation. It depends on various aspects. Different people would have different perception and expectation. As such, we need to ascertain the standard which is common to everybody. So, those quality scholars have come out with an instrument that could somehow measure the quality in most common way to everybody. The one best and popular instrument created was SERVQUAL. Therefore, in order to increase the quality of the service, the service provider need to know what are the aspects that could make their customers feel satisfied. Most of all, the service provider will depend very much on their customers in giving the quality standard of their company.

The Road Not taken....

Aku rasa sangat kesunyian di sini, kesepian demi kesepian terus mengekori langkahku. Namun aku kuatkan semangat kerana inilah jalan yang telah aku pilih, jalan yang sedikit di lalui orang. Di kiriku hutan di kananku belantara hanya sekali sekala unggas rimba menyapa kedatangan aku di sepanjang perjalanan. Sedari mula aku memilih jalan ini sudahku ketahui apa yang bakal aku lalui namun kalau bukan aku siapa lagi...Tetapi mengapa tidak ramai yang teringin mengikuti jalan ini...aku akui ianya memang asing, ianya memang sukar, ianya memang payah tapi aku tahu pasti ada penghujungnya jalan ini yang menanti aku dengan sebuah kebahagiaan. Tetapi sebelum aku menemuinya inilah pengorbanan yang aku persembahkan, pengorbanan yang sedikit jika dibandingkan dengan orang yang terdahulu yang pernah melalui jalan ini. Di sini aku hanya bertemankan sepi, bersahabatkan rindu, berkawankan airmata, bermandikan keringat...

Hanya matahari penyuluh jalanku di siang hari dan bulan di malam yang sunyi, tanpa kedua-duanya sudah pasti aku kehilangan arah tuju ke sana. Kompas yang ada di tanganku juga sangat berguna...di sepanjang jalan ini aku putarkan lagu taubat semoga perjalananku sentiasa direstui tanpa dibayangi dosa-dosa lalu...

IlahilastulilFirdausiahlawalaakwa alanaril jahim Allah fahablitaubatan waghfir zunubi faiinaka ghofiru zanbil adzim...

Tuhanku aku tidak layak untuk syurgaMu tetapi aku tidak pula sanggup menanggung siksa nerakaMu dari itu kurniakanlah ampunan kepadaku ampunkanlah dosaku sesungguhnya Engkaulah Pengampun dosa-dosa besar...

Tuhanku tetapkanlah aku sentiasa bersamaMU...

Love Is The Source Of Life

I have just watched "Children From Heaven"...A lot of lessons could be learned from it. It was so touched that I couldn't stop the rolling tears. The movie was about a poor family. The father is Kareem. Kareem and his wife raised up three children. The first child is Ali who is nine and goes to school in the afternoon. The second is his sister, Zahra studies in the same school but in the morning session. One day Ali went to the town to get his sister's shoes repaired and bought bread and potatoes for his family. While he was picking up some potatoes in the shop a recycled man came outside the shop to pick all the used things and that man took away Ali's plastic bag which contained his sister's shoes....So, the shoes had gone which marked the beginning of thier trials in life. Eventhough the two children have undergone all the trials and tribulations in thier life but they managed to survive as their hearts are always fill with genuine love. The love and affection of a brother to his sister. He has tried his possible best to replace the missing shoes. He struggled so hard for the third place in a cross country as the prize for the third is a pair sneakers...however he got first as he was truely a good runner...

This poem is dedicated to all the kind hearted people...

Love is being happy for the other person

when they are happy

being sad for the other person when they are sad

being together in good times

and being together in bad times

Love is the source of strength

Love is being honest with yourself at all times

being honest with the other person at all times

telling, listening, respecting the truth and never pretending

Love is the source of reality

Love is an understanding that is so complete that

you feel as if you are a part of the other person

accepting the other person just the way they are

and not trying to change them to be something else

Love is the source of unity

Love is the freedom to pursue your own desires

while sharing your experiences with the other person

the growth of one individual alongside of

and together with the growth of another individual

Love is the source of success

Love is the excitement of planning things together

the excitement of doing things together

Love is the source of the future

Love is the fury of the storm

the calm of the rainbow

Love is the source of passion

Love is giving and taking in a daily situation

being patient with each other's needs and desires

Love is the source of sharing

Love is knowing that the other person

will always be with you regardless of what happens

missing the other person when they are away

but remaining near in heart at all times

Love is the source of security

Love is the source of life...

By --Susan Polis Schutz

Here it comes...Sixteen May comes again with full bloom...Everybody in school and I strongly believe outside the school as well is so happy. As in school they are so happy as there would be no in-classroom lesson today...but the acquisition of knowledge is still occurs eventhough it is outside the classroom. There was a netball game between teachers and students this morning. There would be so many things to be learned in this game. They could have learned practically the values like respecting others, fairness, the virtue of being the winner are among the few could be mentioned here. However...anything that we do must be for the sake of God other wise we may feel so happy, we might have got a strong physical fitness but we are not blessed. Do only things that come with blessings, insyaAllah we will be happy for the rest of our life.

Today I have planted an apple-mango tree to mark the coming of 2008 teacher's day. It is a symbol of a humble faithful tree. Eventhough people throw stone to get the fruit but the tree is still bear and drop the ever sweet fruit in the world to them. Hopefully this humble good tree kind of attitude would inspire me as a teacher, God willing.

To all my students, thank you for all the sweet gifts but the most valuable gift that I expect from all of you is none other than a man who is always uphold the good faith, knowledgeable and know how to respect parents, teachers and others...virtue is its own rewards, thank you.

Happy Teacher's Day...

Salam...May Allah showers His blessings upon us all the time. Be always thankful and greatful to Allah and let's ask for the real protection from Him alone. Amin Ya Rabbal Alamin.

Here is the news copied from the HALUAN web site with the intention to help widely spread the news of fund relief collection of HALUAN Malaysia.

HALUAN Aktifkan Misi Kemanusiaan Myanmar Di kemaskini pada Sabtu, 10/05/2008.

Sebagaimana yang kita maklum, Myanmar telah dilanda Taufan Nargis pada 3hb Mei baru lalu. Tiupan taufan yang mencecah sehingga 150 batu sejam tersebut telah meranapkan daerah padat yang terkenal dengan penanaman padi, iaitu Delta Irrawandy. Lima daerah di Myanmar, iaitu Pegu, Irrawandy, Rangoon, Mon dan Karen telah diisytihar sebagai kawasan darurat. Media kerajaan junta Myanmar melaporkan kira-kira 23,000 orang terkorban dan 42,000 orang lagi hilang. Bagaimanapun, terdapat juga laporan-laporan yang tidak dapat disahkan membuat anggaran lebih 120,000 orang telah terkorban atau hilang.
Taufan tersebut memusnahkan 95 peratus dari bangunan dan rumah di 7 bandar di kawasan terbabit. PBB menganggarkan sehingga 1 juta orang kini kehilangan tempat tinggal. Wabak penyakit, terutamanya malaria dan cirit-birit, kini dikatakan bertambah buruk. Manakala kekurangan bekalan makanan merupakan perkara yang mendesak. Mengikut kenyataan U.N. Flash Appeal, lebih 30 peratus kanak-kanak di bawah lima tahun di kawasan terbabit mengalami masalah pemakanan yang kronik akibat kekurangan makanan, bekalan air dan sanitasi dan kawalan kesihatan.
Mengikut dakwaan penduduk-penduduk tua, taufan tersebut adalah yang paling teruk pernah mereka alami. Sementara media-media antarabangsa menyifatkan kejadian ini sebagai bencana alam terburuk sejak kejadian tsunami tahun 2004 lalu.

HALUAN menyahut tanggungjawab untuk membantu mangsa-mangsa Taufan Nargis ini dengan mengaktifkan urusetia Misi Kemanusiaan Myanmar. InsyaAllah relawan-relawan HALUAN, termasuk kumpulan medik daripada Kelab Kesihatan HALUAN (KKH) kini bersedia untuk dihantar ke Myanmar. Pihak urusetia sedang menunggu beberapa perkara berkaitan birokrasi sebelum dapat menghantar pasukan relawan.

HALUAN sekali lagi mengajak masyarakat prihatin untuk sama-sama membantu mangsa bencana ini. Berilah apa juga bentuk sumbangan, seperti pakaian, kewangan, makanan mahupun ubat-ubatan. Untuk beberapa pasukan awal, keutamaan akan diberi kepada bantuan perubatan dan bekalan susu bayi dan kanak-kanak. Justeru, tuan puan yang mempunyai sumber ubat-ubatan atau susu, sangat dialu-alukan untuk turut membantu.

Kaedah yang paling efektif untuk membantu Misi Kemanusiaan Myanmar ini adalah melalui sumbangan kewangan. Bantuan kewangan boleh disalurkan ke
Tabung Kemanusiaan HALUANBank Islam Malaysia BerhadAkaun No 14-023-01-002571-8
Sila hubungi pejabat HALUAN tempatan untuk maklumat lanjut.
Anda juga boleh berhubung terus dengan
Pengarah Operasi Misi Kemanusiaan Myanmar, Hj Mohd Azhar Idris di talian 012 601 2743 atau
En Fadzil di talian 013 484 1309.
Semoga setiap bantuan, keprihatinan dan doa anda akan dibalasi dengan ganjaran penuh kemuliaan dari Allah Yang Maha Pemurah.

Salam...I actually wanted to express my feeling of my working place. In business, the term which is suitable to portray the ups and downs of social relationship in any organization that will influence the job performance is the organizational politics. Eventhough I consider school as a sacred place to work but as an organization the political phenomena could always be seen here. School is supposed not to be influnced by the buzzing of unhealthy practices as it is a place where people get together to seek and imparting knowledge. The nature of knowledge is sacred by itself. So, why people still practice back stabbing, back biting, going up in the expense of others, selfish...and so on. The answer to all these lies not only on the principal's shoulders but it should be everybody's business. If we want to stop the negative culture and uphold a clearer image, everybody has to take the responsibility to make a change. The change must be made from the inside out, it should start from the bottom of everyone's heart...then only we can make a steady move. One of the loopholes contributes to the organizational political instability is due to the communication break down. Everybody is not talking using the "same language", the hearts are not beating the same rhythm...everybody is not working towards achieving the same goal. A chain is no stronger than its weakest link. Everyone has his or her own objective to be fulfilled. The school vision is not shared. The school missions are not carried out in team. What will happen in the end?. Most staff will feel demotivated, dissatisfied, lack of interest, overlooked many important things, disrespect each other and so on...how one could give his or her best when the situation is at each other's throats...

Below is an article regarding communication perhaps it should be helpful to correct the political havoc in any working place as breakdown communication could lead to misunderstanding.

Communication being the mother of all skills must be mastered by one and all for professional as well as personal success. Communication is an art which has to be mastered by the professionals irrespective of their position. The components of communication are Listening, Speaking, Reading and Writing (LSRW). If you master these components, you will become good manager and able to get the things done to the satisfaction of your superiors.

Listening being the first component of Communication skill, one has to practice this skill with all the attentiveness required to reciprocate, react and to give constructive feedback. Without listening one cannot be effective in discharging their duties in the workplace. In a nutshell, listening is considered as the key skill in communicating with others. For example, if you do not listen attentively, you cannot discharge your duties effectively to the satisfaction of your boss. You may lose the edge over your competitors in the workplace. Your appraisal may not be up to the mark. If you are a Secretary or a Stenographer, you must be more attentive compared to others. One small mistake committed due to lack of attention may put the project in problem which you are handling. Proactive listening will help you to climb the ladder of success. Active listening is that wherein you are active only in listening, but proactive listening will motivate and prompts you to take action on the points which you have listened through your boss, peers or subordinates. This will help you to become a key member of the team. You have take the expression as it is while listening to the speaker but should not react immediately.

Speaking can be mastered only with practice. The ability to speak clearly will determine the effectiveness of the individual in the workplace. Your clarity of thought is reflected in your way of speaking and choosing the right words. Choosing the right words for the right occasion to express in the right place and with right people will help you to master the art of speaking. One has to practice this art of speaking by understanding the situation and the vocabulary of different industry segments with which you are associated. SIP in the field of education means Summer Internship program but the same SIP sounds different in the field of banking i.e. Systematic Investment Plan. Before globalization the jargon of recruitment is different from post globalization. Previously it was recommendation and now it was with reference you can find a placement of your choice. Now-a-days, many are spelling the word schedule as schedule due to the influence of American work culture in the Indian Work Place. Observation also will help you to become a good speaker. Positive expression while talking to your boss, peers, and subordinates will create positive vibes in the workplace. You should not go to your boss with the word ‘complaint’ in your expression; instead you must rearrange the sentence with the expression as ‘I would like to bring to your kind notice’. This way, one can master speaking skills in the workplace and help in creating positive vibrations in the workplace.

Emotional intelligence/balance while speaking will give you edge over others. One must be Assertive communicator while talking to others. Aggressive communication or reaction will spoil the atmosphere and may not help in getting the things done. The communication must be apt to the situation and should not express in over tones.

Your perception will influence your way of communicating with others. One should not impose the perception or opinion on others through their way of expression. You must give choice and freedom to others to choose and express their view point. If you are precise and pin pointed with your communication, you can avoid politics in the work place. You can avoid grapevine in the workplace. You can avoid heart burns in the work place.

Reading maketh a complete man. This quote reflects the importance of reading in the life of a professional. Reading also includes studies, wherein you have to try to improve your qualifications and skills which would help move fast on the career path. Lack of reading skills or not concentrating much on reading the latest developments in your field will make you a novice in the workplace. Those who update knowledge of their field continuously will climb the ladder of success in the workplace without many hassles. Those who doesn’t concentrate on improving their reading skills will not be in the race of promotion or any kind of other career developing appraisals happen from time to time in the continuous learning organizations.

Writing i.e. letter drafting and report writing forms part of the life of a professional wherein one has to possess these skills to become an effective manager. A professional has to master the art of writing which is useful in the workplace to communicate effectively and to assert his stand in every situation. Lack of writing skills will be an obstruction in the progress of one’s career path and can mar the future prospects.

Barriers in communication can be overcome with concentration and observation. Focusing on the mode of communication and its effectiveness will help to reduce the effectiveness of barriers in communication. In an ‘open cabin culture’ in the work place, one cannot expect ‘noiseless’ atmosphere. Cell phones in the workplace also will become barriers for effective communication.

To avoid barriers in communication in the workplace, one has to develop ‘accommodating culture’.
Basics of Effective Communication

• It matters not so much what you say as it does how you say it.

• Your communication style is a SET of various behaviors and methods of relaying information that impact all facets of life.

• The goal should always be to understand – not to be right.

• Get the facts before you pass judgment. Some styles lend themselves better to this than others.

• Learning all communication styles is important in order to avoid communicating in less effective ways and in order to recognize those styles in others so as to be able to deal with them.

• People are not difficult. They only seem difficult to the extent that we do not have the skills to deal with what they bring to the table. It is our lack of knowledge that makes the situation difficult.
Which is the Best Style?
• All styles have their proper place and use.

• Assertive communication is the healthiest. – Boundaries of all parties are respected. – Easier to problem-solve; fewer emotional outbursts. – It requires skills and a philosophy change, as well as lots of practice and hard work. – When both parties do it, no one is hurt in any way and all parties win on some level.

Understanding Communication Styles - Passive, Aggressive, and Assertive Communication -
Passive Communication

• Allowing our own rights to be violated by failing to express our honest feelings.

• The goal of being a passive communicator is to avoid conflict no matter what.

• Little risk involved – very safe.

• Little eye contact, often defers to others’ opinions, usually quiet tone, may suddenly explode after being passive too long.
Examples of Passive Communication
• “I don’t know.”

• “Whatever you think.”

• “You have more experience than I. You decide.”

• “I’ll go with whatever the group decides.”

• “I don’t care. It doesn’t matter to me.”

• “Yes, yes, yes, yes, yes, yes, yes. . . NO!”

Aggressive Communication

• Protecting one’s own rights at the expense of others’ rights – no exceptions.

• The goal of the aggressor is to win at all costs; to be right.

• Does not consider actions a risk because this person thinks they will always get their way. It is risky in terms of relationships, however.

• Eye contact is angry and intimidating; lots of energy; loud and belittling; never defers to others, or at least does not admit to; manipulative and controlling. Often uses violence or verbal abuse.
Examples of Aggressive Communication
• “I don’t know why you can’t see that this is the right way to do it.” • “It’s going to be my way or not at all.”

• “You’re just stupid if you think that will work.”

• “That kind of logic will sink the company.”

• “Who cares what you feel. We’re talking about making things work here.”

Passive-Aggressive Communication

• Forfeiting your own rights initially, followed by manipulation and vengeance later.

• The goal of this style is to avoid conflict and then make the other party wish they had seen it your way.

• Avoids risk initially, risks relationships later, then acts surprised when people are mad.

• Behaves passively to people’s face, then aggressively when they are not around. Often uses sarcasm.

Examples of Passive-Aggressive Communication

• “Sure, doctor. I’d be happy to write that verbal order,” but back on the unit the order is “forgotten.”

• “I love your hair. Most people probably can’t even tell it’s a wig.” • “I hear what you’re saying, and I wouldn’t want to make waves, so I’ll do what you say even though someone will probably get sued.”
Assertive Communication
• Protecting your own rights without violating the rights of others.

• The goal of the assertive person is to communicate with respect and to understand each other; to find a solution to the problem.

• Takes a risk with others in the short run, but in the long run relationships are much stronger.

• Eye contact maintained; listens and validates others; confident and strong, yet also flexible; objective and unemotional; presents wishes clearly and respectfully.
Examples of Assertive Communication
• “So what you’re saying is. . . .”

• “I can see that this is important to you, and it is also important to me. Perhaps we can talk more respectfully and try to solve the problem.”

• “I think. . . I feel. . . I believe that. . . .”

• “I would appreciate it if you. . .”

Assertiveness Skills

I - Persistence

1. Stay focused on the issue – do not get distracted, defensive, or start justifying yourself. 2. Repeat the “bottom line” to keep the conversation on track and your issues on the table (e.g., “I understand that, however we are talking about. . .”). 3. Alternative styles would withdraw or would escalate this to a battle of wills that would override compromise.

II - Objectivity

1. Focus on the problem, not on the emotions that often accompany and cloud problems. Postpone discussion if emotions cannot be contained. 2. Use the validation skill (next) to handle others’ emotions so you can focus on objective issues.

III – Validation

• Allow people to have their experience, but try to move beyond it to a discussion about the problem. • You do not necessarily have to disagree or agree – people’s perspectives are important, but they are not the heart of the issue, so don’t make a battle over them. Validate them and get to the issue. • “If that’s how you see it, that’s fine.”

• “I can see that this upsets you, and from your perspective, I can see why. Now, what can we do to make this better for both of us?”

IV – Owning

• Being assertive means you also must own what is yours to own. If the other person has a point about your behavior, own it (this is the “. . .without violating the rights of others” part). Bulldozing over that is aggressive.

• Accept someone’s criticism as feedback rather than an attack. (e.g., “You could be right about that. . .”, “That is entirely possible, knowing me. . .”) Where is the value in fighting another’s negative opinion about us? Perspective is hard to change when directly challenged. This shows that IF their perspective were true, you’d own it.

V – Challenging False Information

• When attacked with false and negative statements, do not fall prey to defensiveness. That only escalates emotions.

• Look for the grain of truth and validate it. This knocks barrier walls down and opens the door for discussion about the real problem.

• At times people are rigid and a more forceful stance is needed. E.g., “I’m sorry, I simply do not see it that way, but you are more than entitled to your opinion.”

• Disagree, using factual information. E.g., “Actually, I was at work, so that could not have been me.”

VI – Pumping the Negatives

• When criticized, ask for more negative feedback – do so assertively, as though you are trying to learn more about how to be better in that area (and in fact, that should be your goal). E.g., “Tell me more about what is bothering you about my report.”

• Stay task oriented!!! If you slip into emotions and get offended, you lose. Pump practical negatives (not baseless criticisms) and how your actions can be improved to help solve the problems.

VII – Humor

• Humor breaks down negative emotions.

• Humor can put tense situations at ease.

• When grain of truth is found, joke about it while owning it.

• Be careful to use humor appropriately and professionally.

When Aggression is Appropriate

• In an emergency

• When there is not time to spend on a compromise.

• When your opinion is based on several facts, you therefore KNOW you are right, and there is not time to utilize assertiveness skills.

When Passivity is Appropriate

• When the results of pushing the issue would cause problems that outweigh the benefits.

• When issues are minor. • When there is a power differential that is not in your favor and the other party is getting agitated by your assertiveness. • When the other individual’s position is impossible to change. (E.g., the law).

What is “Okay” in Assertive Behavior?

• It is okay to say “I don’t know.”

• It is okay to say “No,” or “I cannot do that.”

• It is okay to make mistakes as long as responsibility is taken for them.

• It is okay to disagree and to verbalize that.

• It is okay to challenge others’ opinions or actions.

• It is okay to not accept another’s opinion as factual or accurate (e.g., getting criticized).

• It is okay to ask for a change in behavior.

Cultivate the habit of communicating assertively, to enhance your effectiveness in the workplace. Measurable performance is always assessed by way of your positive communication skills. If you are not an effective communicator, you may not be in a position to sell yourself effectively in the workplace. Thus, effective communication plays vital role for your success in professional life as well as in your personal life.