Service organisation of australia 3bridges community incorporated

Service organisation of Australia 3 Bridges Community Incorporated

IntroductIon The service organisation that has been selected for the current discussion is 3 Bridges Community Incorporated. They are working in this service industry for more than 40 years . They also use to serve over 25,000 people each year. Meeting the needs of the community people at every stage of life is the key motivational aspect of their business functions. They use to support the children with the proper education program, the support offering to the senior citizens, and support offering to the youth regarding their education, recreation and others

Service Organisation as blueprint Requirement of the client for each segment: •

Children and families

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Youth

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Adults

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Seniors

The target group that the 3 Bridges community Incorporated deals with are the children group with their parents, the youth group for the training and development

 The client interaction line  The visibility line  The internal interaction line  The control line

Front stage and the backstage FunctIons oF the organIsatIon Front stage functions of the organisation  The Front stage functions of the organisation can be defined regarding the effective marketing strategy and the service delivery models undertaken by the employees of the organisation  The Front stage functions are well managed with the help of the funding of $5.9 million from the local, state and the Commonwealth programs and also are supported by many supporters of the services offered by the organisation  The organisation continuously look forward to the development of the strategy to maintain the quality assurance  The RAP is the effective Reconciliation plan (business plan) which use to create the most meaningful relationships, enhance the concept of the respect, and also promote the supportable opportunities for the Aboriginal and Torres Strait Australians

Front stage and the backstage FunctIons oF the organIsatIon Backstage functions organisation

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ďƒźThe backstage function of the organisation is the backbone of the organisation ďƒźThe effective management team use to follow the key performance indicators and also use to perform day to day activities regarding the delivery of the services, financial management, and towards the aspect of the continuous improvement

Moments of truth of the organisation • The most effective Moments of truth associated with 3 Bridges community incorporated are the effective customer service with the help of the innovative service processes and fulfilling the requirement of the organisation • The three important bridges are Pole Depot, Keystone, and the Menai Community services • With the perfect merger of these three communities, the organisation is well able to support all the community group people with the innovative process to fulfil their daily needs

 Pole Depot • They have started their operations in the community service offering since the year 1978 • The department of the youth and the community service were the core role of this organisation

 Keystone • It is the well patronised and the most proved asset to the community to offer the better service to the community people in Australia • It also has initiated its business operation in the year 1978

 Menai Community Services •

In July 1983, the group of the residents of Australia has developed this committee to offer the community support

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With the help of the merger of these three important organisations, the moments of truth of the organisation is based on the supreme quality of the quality assurance

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This moment of truth has made the organisation most well-known among the health and social care organisation in Australia

Determinant of the satisfaction and the dissatisfaction of the service organisation •

Service quality measurement and evaluation is the most effective tool for the perfect development of the organisation to meet the requirement of the organisation

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It is also effective for the measurement of the gap between the expectation and the experience

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If the experience level is higher than the expectation

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The dissatisfaction uses to get a rise, if the expectation is higher than the experience by the clients from the service offering

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There are many service quality models such as Nordic model, SERVQUAL model, multilevel model, and the Hierarchal model. With the help of these service quality models, the determinants of the satisfaction and the dissatisfaction can be identified and elaborated

Nordic model ďƒ˜ The technical quality and the functional quality are the determinant factors for the building up the image of the organisation to the customers ďƒ˜ It also uses to make the bridge between the perceived service quality and the expected service quality

SERVQUAL model The reliability, responsiveness from the organisation regarding the service delivery, offering the correct set of empathy as per the requirement of the customers, offering the assurance to the customers are the determinant factors for the satisfaction and the dissatisfaction of the customers

hIerarchal model

The technical part of the organisation regarding the delivery of the service goods by maintaining the quality assurance, and offering the good customer service are the two important determinants of the satisfaction and the dissatisfaction of the customers associated with the 3Bridges community

servIce recovery strategy plan For the organIsatIon The steps are : Conduction of the customer research Identification of the service reacted problems Identification of the complaints of the customers Conduction of the cause analysis Resolve the problems Learn from the experience Modification of the service processing

Thank you

Thank you