Service organisation of Australia3 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• Youth• Adults• SeniorsThe 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 of the organisationThe backstage function of the organisation is the backbone of the organisationThe 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 organisationKeystone• 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• 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

• 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

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

• If the experience level is higher than the expectation• The dissatisfaction uses to get a rise, if the expectation is higher than the

experience by the clients from the service offering• 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

The technical quality and the functional quality are the determinant factors for the building up the image of the organisation to the customers

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 researchIdentification of the service reacted problemsIdentification of the complaints of the customersConduction of the cause analysisResolve the problemsLearn from the experienceModification of the service processing

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