5P's Service Quality Model

The key differentiator in a competitive environment is more often than not the delivery of a consistently high standard of service quality. The same can be expected from organisations providing service quality to citizens.

The 5P's Service Quality Model is owned by The International Customer Service Institute (TICSI), and as their local partner across the Middle East, Ethos Consultancy is proud to be the only company accredited to conduct 5P's Service Quality Model training, measurement & implementation within the Middle East.

Pillars of the 5P's Service Quality Model

The 5P's Service Quality Model distinguishes the 5 main factors of customer service excellence, which directly impact and determine customer satisfaction:

1. Policies - the guide of action. It is the overall enabler and conditioner of the other 4 P's and parameter for the allocation of resources (time, money and effort etc.) to the achievement of the organisation's service excellence goals.
2. Processes - one of the most crucial elements in the delivery of service excellence and customer satisfaction. Customers expect a satisfactory outcome after completing a transaction with the organisation and it is the efficiency and effectiveness of the processes that contribute greatly to the expected outcome.
3. People - the main resource of an organisation. Their knowledge, competence and skills can positively influence the service quality performance and the success of the organisation.
4. Products/Services - the key reason why customers are engaging with the organisation, build loyalty or leave to the competitors.
5. Premises - major contributory factors to the customers overall impression of the business and can act as major attractors to new customers.

Benefits of using the 5P's Service Quality Model

1. Become a leader in the field of service quality excellence
2. Set common goals and create a customer service culture amongst staff
3. Create opportunity to benchmark internationally and learn from best practice
4. Increase customer satisfaction by increasing efficiency in service delivery
5. Improve employee satisfaction and engagement
6. Identify strengths and weaknesses across each department
7. Achieve sustainable customer service improvement complimenting EFQM & ISO 9001:2000
8. Increase organisational trust, goodwill and reputation
9. Create opportunity to be recognised globally and awarded formal service quality certification

Getting started with the 5P's Service Quality Model

As with all organisational operations, the 5P’s Service Quality Model will only deliver its full potential and value if all 5 pillars are embedded into the organisational infrastructure and maintained through a continuous cycle of measurement and communication, supported by education and training.

Speak to Ethos Consultancy now about how to make the 5P's Service Quality Model work for you.

Ethos Consultancy is the Territory Franchise Partner for The International Customer Service Institute  in the Middle East and holds exclusive rights to train, assess and consult through all aspects of the 5P’s Service Quality Model and concept.

What our clients say...

"The 5P’s Service Quality Model is not just about turning JARING into a customer focused organisation, but also transforming JARING’s culture, processes and policies towards service excellence" JARING Communications