Customer service Meeting quality and expectations - Free Essay Example

THE IMPORTANCE OF SERVICE QUALITY AND THE EVALUATION OF MEETING CUSTOMER EXPECTATIONS. BRIEF: 98688 INTRODUCTION Customer research literature traditionally agrees that service quality is a measure of how well the service level delivered matches customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis. The delivery of high quality services is one of the most important and most difficult tasks that any service organisation faces. Because of their unique characteristics, services are very difficult to evaluate. Hence customers must look closely at service quality when comparing services. Service quality can be defined as a customers’ perception of how well a service meets or exceeds their expectations. In most cases service quality is judged by customers, and not by organisations. This distinction is critical because it forces service marketers to examine their quality from the customers’ viewpoint. For example, a bank may view service quality as having friendly and knowledgeable employees. However, the customers of this bank may be more concerned with waiting time, ATM access and security, as well as statement accuracy. Thus it is important for service organisations to determine what customers expect and then develop service products that meet or exceed those expectations. The Importance of Service Quality The biggest obstacle for customers in evaluating service quality is the intangibl e nature of the service. How can customers evaluate something that they cannot see, feel, taste, or hear? Most consumers lack the knowledge or the skills to evaluate the quality of many types of services. Consequently, they must place a great deal of faith in the integrity and competence of the service provider. Despite the difficulties in evaluating quality, service quality may be the only way customers can choose one service over another. For this reason, services marketers live or die by understanding how consumers judge service quality. The following table defines five dimensions that customers use when evaluating the importance of service quality. They are tangibles, reliability, responsiveness, assurance, and empathy. Dimensions of service quality Dimension Evaluation Criteria Examples Tangibles: Physical evidence of the service Appearance of physical facilities Appearance of service personnel Tools or equipment used to provide the service A clean and professional looking office. A clean and well dressed lecturer The quality of food in a restaurant The equipment used in a medical examination Reliability: Consistency and dependability in performing the service Accuracy of billing or record keeping Performing services when promised An accurate bank statement A confirmed hotel reservation An airline flight departing and arriving on time Responsiveness: Willingness or readiness of employees to provide the service Returning customer phone calls Providing prompt service Handling urgent requests A waiter re-filling a customer’s glass of wine without being asked An ambulance arriving within three minutes Assurance: Knowledge/competence of employees and ability to convey trust and confidence Knowledge and skills of employees Company name and reputation Personal characteristics of employees A highly trained financial adviser A known and respected service provider A doctor’s bedside manner Empathy: Caring and individual attention provided by employees Listening to customer needs Caring about the customer’s interests Providing personalised attention Also access with regard to approachability and ease of contact from the customer is of importance to issues that may be raised by the customer. A store employee listening to and trying to understand a customer’s complaint A nurse counselling a heart patient Source: Adapted from Leonard L. Berry and Parasuraman, Marketing Services: Competing Through Quality (New York: Free Press, 1991). Of the five, reliability is the most important in determining customer evaluations of service quality. Services managers pay a great deal of attention to the tangibles dimension of service quality. Tangible attributes, or search qualities, such as the appearance of facilities and employees, are often the only aspects of a service that can be viewed before purchases and consumption. Therefore, service managers must ensure that these tangible elements are consistent with the overall image of the service product. Except for the tangibles dimension, the criteria that customers use to judge service quality are intangible. For instance, how does a customer judge reliability? Since dimensions such as reliability cannot be examined with the sense, consumers must rely on other ways of judging service criteria. One of the most important factors in customer judgements of service quality is service expectations. These are influenced by past experiences with the service, word-of-mouth communication from other customers and the service company’s own advertising. For example, customers are usually eager to try a new restaurant, especially when friends recommend it. These same customers may have also seen advertisements placed by the restaurant. As a result, these customers have an idea of what to expect when they visit the restaurant for the first time. When they finally eat out at the restaurant, the quality they experience will change the expectations they have for their next visit and their own comments to friends and colleagues. This is the major reason why providing consistent high service quality is important. If the quality of a restaurant, or any services, begins to deteriorate, customers will alter their own expectations and word-of-mouth communication to others accordingly. Delivering Exceptional Service Quality in Orde r to Meet Customer Expectations If an organisation cannot at least meet its customers’ expectations it will struggle. Ideally, an organisation should exceed its customers’ expectations, thereby, maximising the satisfaction of its customers, and also the credibility of its goods and services in the eyes of its customers. Customers’ normally become delighted when a supplier under-promises and over-delivers. To over-promise and under-deliver is a recipe for customers to become dissatisfied. Providing high quality service on a consistent basis is very difficult. All consumers have experienced examples of poor service: long checkout lines in a supermarket, late airline departures and arrivals, inattentive waiters in a restaurant, or rude bank employees. Obviously, it is impossible for a service organisation to ensure exceptional service quality 100 percent of the time. However, there are many steps that an organisation can take to increase the likelihood of pro viding high quality service. The four factors which a service company needs to understand in order to met customer expectations are: understanding customer expectations, service quality specifications, employee performance, and managing service expectations. Understanding Customer Expectations: Providers need to understand customer expectations when designing a service to meet or exceed those expectations. Only then can they deliver good service. Customers usually have two levels of expectations, which could be said to be desired and acceptable. The desired level of expectations is what the customer really wants. If this level of expectations is provided, the customer would be very satisfied. The acceptable level is viewed as a reasonable level of performance that the customer considers as being adequate. The difference between these two levels of expectations is called the customer’s zone of tolerance. Service companies sometimes use marketing research, such as surveys and focus groups, as a means of discovering customer needs and expectations. Other service managers, especially restaurants, use comment cards, on which customers can complain or provide suggestions. Another approach is to ask employees. Because customer contact employees interact daily with customers, they are in a good position to know what customers want from the company. Service managers should regularly interact with their employees by asking their opinions on how to best serve customers. Service Quality Specifications: Once an organisation understands its customers’ needs, it must establish goals to help ensure good service delivery. These goals, or service specifications, are typically set in terms of employee or machine performance. For example, a bank may require its employees to conform to a dress code. Likewise, the bank may require that all incoming phone calls be answered by the third ring. Specifications like these can be very important in providing quality service as long as they are tied to the needs expressed by customers. The most critical aspect of service quality specifications is managers’ commitment to service quality. Service managers who are committed to quality become role models for all employees in the organisation. Such commitment motivates customer contact employees to comply with service specifications. It is also crucial that all managers within the organisation embrace this commitment, especially front line managers, who are much closer to customers than higher level managers. Employee Performance: Once an organisation sets service quality standards and managers are committed to them, the organisation must find ways to ensure that customer contact employees perform their jobs well. Contact employees in most service industries like bank tellers, flight cabin crew, waiters, sales assistants, are often the least trained and lowest paid members of the organisation. What service organisations must realise is that contact employees are the most important link to the customer, and thus their performance is critical to customer perceptions of service quality. The means to ensure that employees perform well is to recruit and train them well so that they understand how to do their jobs. Providing information about customers, service specifications and the organisation itself during the training promotes this understanding. The evaluation and remuneration system used by the organisation also plays a part in employee performance. Many service employees are evaluated and rewarded on the basis of output measures such as sales volume (car salespeople) or the lack of errors during work (bank tellers). But systems using output measures over look other major aspects of job performance: friendliness, teamwork, effort and customer satisfaction. Thus customer oriented measures of performance may be a better basis of evaluation and reward. For example, MFI UK has a tied commission to customer satisf action surveys rather than sales volume. This type of system stimulates employees to take care of customer needs rather than focus solely on sales or profits. Managing Service Expectations: Because expectations are so significant in customer evaluations of service quality, service companies recognise that they must set realistic expectations about the service they can provide. They can set these expectations through advertising and good internal communication. In their advertisements, service companies make promises about the kind of service they will deliver. Infact, a company that provides a service is forced to make promises since the intangibility of services prevents it from showing them in the advertisement. However, the advertiser should not promise more than it can deliver; doing otherwise may mean disappointed customers. To deliver on promises made, a company needs to have good internal communication among its departments, especially management, advertising, and oper ations. Assume, for example, that a restaurant’s radio advertisements guaranteed services within five minutes or the meal would be free. If top management or the advertising department failed to inform operations about the five minute guarantee, the restaurant very likely would not meet its customers’ service expectations. Even though customers might appreciate a free meal, the restaurant would lose some credibility and revenue. Word-of-mouth communication from other customers also shapes customer expectations. However, a company that delivers a service cannot manage this advertising directly. The best way to ensure positive word-of-mouth communication is to provide exceptional service quality. It has been estimated that customers tell four times as many people about bad service as they do about good service. Consequently, services providers must provide four good service experiences for every bad experience just to break even. Moments of Truth These are encou nters with customers which cause them to form a view of the organisation based on how they are engaged, particularly compared to their expectations. Expectations can be met, exceeded or disappointed. Moments of truth can therefore be positive, in the case of meeting and exceeding expectations, or negative, in the case of disappointment. Monitoring the moments of truth allows management within an organisation to focus on improving areas responsible for negative customer experiences. Remedial action to prevent repetition is crucial. If managers within firms put things right, customers will see that they are important to them. Putting things right gives the firm an image of an organisation which knows how to manage quality. Organisations that fail to put things right that go wrong, might as well say to customers, ‘you are not important to us’. Failing to put things right and to prevent reoccurrence says of the organisation, ‘we are not capable of managing quality service’. Approaches to managing moments of truth involve ‘continuous improvement’. This entails processes that continually monitor, check and resolve negative moments of truth by ensuring alterations happen to the customer process, and integrating these changes into business as usual, are key to a successful evaluation of customer expectations. The Kano Model Dr. Noriaki Kano, a recognised Japanese quality engineer and customer satisfaction expert, spent several years studying customer needs and expectations. His ideas regarding attribute importance of services are embodied in the Kano Model which is well known in a wide range of different sectors. The Kano Model classifies product attributes and their importance based on how they are perceived by customers and their effect on customer satisfaction. The model measures the level of satisfaction with a product against consumer perceptions of attribute performance. Kano argues that the attributes can be classified into three categories: Threshold characteristics provide diminishing returns in terms of customer satisfaction. These are essential or must attributes or performance and do not offer any real opportunity for product differentiation. Providing threshold attributes and meeting customer expectations for them will do little to enhance overall customer satisfaction, but removing or performing poorly on them will hurt customer satisfaction, lead to customer complaints, and may result in customer defections. Examples of threshold characteristics include timely delivery of a magazine subscription, the ever-present telephone dial tone, and availability of an automatic teller machine at a bank branch. Performance characteristics exhibit a linear relationship between perceptions of attribute performance and customer satisfaction. Strong performance on these need attributes enhances, while weak performance reduces, satisfaction with the product or service. Adding more attribut e of this type to a product will also raise customer satisfaction. Examples of performance characteristics include the duration of rechargeable battery life of a cellular telephone and automobile fuel economy. Excitement characteristics are unexpected attributes that, when provided, generate disproportionately high levels of customer enthusiasm and satisfaction. When these nice to have attributes are not available in a product, it does not lead to customer dissatisfaction. Examples of excitement characteristics include receiving for the standard rate a hotel room upgrade with free breakfast or a CD player included as standard equipment on an economy car. Kano’s model affirms the role attribute importance plays in understanding how satisfaction evaluations are formed. And making the model operational can draw neatly from existing approaches to attribute importance measurement. SUMMARY AND CONCLUSION This paper has looked at the importance of service quality with re gard to tangibles, reliability, responsiveness, assurance, and empathy. It also describes and evaluates the delivery of exceptional service quality in order to meet customer expectations. This is in relation to understanding customer expectations; service quality specifications; employee performance; managing service expectations; moments of truth and the Kano model, which relates to threshold characteristics, performance characteristics and excitement characteristics. As a whole it will be worthwhile to conclude that customers do business on the basis of emotional desire, i.e. they want what they want when they want it. Customers tend to gravitate towards a person or a group of people or firms they like. This is where service quality plays a crucial factor not only to meet customer expectations, but also for the firm to be able to retain already existing customers. The various factors mentioned in the latter do have their limitations, i.e. as human beings we are constantly evolv ing, our tastes and approaches are constantly changing, as this takes place new scenarios and factors will arise in which a different solution would be required to deal with these new issues raised. Therefore nothing is for certain in relation to the various methods and techniques mentioned in the latter. BIBLIOGRAPHY Churchill, G.A., and Suprenant, C., (1982), An investigation into the determinants of customer satisfaction, Journal of Marketing Research, 19, 491 – 504. Dutka, A., (1994), AMA, Handbook for customer satisfaction, Lincolnwood, ILL: NTC Business Books. Hunt, H.K., (Ed.), (1977), Conceptualization and measurement of consumer satisfaction and dissatisfaction (Report no. 77 – 103), Cambridge, MA: Marketing Science Institute. King, B., (1994), Techniques for understanding the customer, Quality management in Health Care, 2, 61 – 68. Swan, J.E., (1988), Consumer satisfaction related to the disconfirmation of expectations and product per formance, Journal of consumer Satisfaction, Dissatisfaction, and Complaining Behaviour, 1, 40 – 47. Berry, L., (1995), On Great Service, (New York: The Free Press) Edvardsson, B., Thomasson, B., and Ovretveit, J., (1994), Quality of Service, Making It Really Work, London: McGraw Hill. Glynn, W.J., and Barnes, J.G., (1995), Understanding Services Management, Integrating Marketing, Organisational Behaviour, Operations and Human Resource Management, Chichester: John Wiley and Sons. Gronroos, C., (1990), Service Management and Marketing, Lexington, Mass.: Lexington Books. Dibb, S, Sinkim, L., Pride, W.M., and Ferrell, O.C., (2001), Marketing, Concepts and Strategies, Fourth European Edition, Houghton Mifflin. Zeithaml, V. A., Parasuraman, A., and Berry, L., L., (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: Free Press. 1

Mark Twain Quotes About Death

Mark Twain  died on April 21, 1910, but he had plenty to say on the subject while he was still alive. Death may be a morbid topic for many. However, Mark Twain chose to make light of the subject. He often joked about how dreadful the world would be if we were to continue to live forever.   Mark Twain Quotes About Death You can develop a new perspective on death through Mark Twains death quotes. Here, you will find Mark Twain embracing the concept of death with his famous wry sense of humor. We never become really and genuinely our entire and honest selves until we are dead -- and not then until we have been dead years and years. People ought to start dead and then they would be honest so much earlier.Let us endeavor to live that when we come to die even the undertaker will be sorry.We owe a deep debt of gratitude to Adam, the first great benefactor of the human race: he brought death into the world.All say, How hard it is that we have to die -- a strange complaint to come from the mouths of people who have had to live.The fear of death follows from the fear of life. A man who lives fully is prepared to die at any time.Thousands of geniuses live and die undiscovered -- either by themselves or by others.Do the thing you fear most and the death of fear is certain.

Analysis Of Julia Gillard s Misogyny Speech - 918 Words

It is argued that Julia Gillard’s ‘misogyny speech’, delivered before Parliament on the 9th of October 2012, was the result of systematic gender bias present in the Australian psyche. The ‘misogyny speech’ was launched against the then Opposition Leader Tony Abbott, highlighting sexist and misogynistic observations the leader had made in the past. Since the second-wave feminist movement of the 1970s, renowned commentators have discussed the negative contrast between the depiction of men and women in the public sphere. Examining the representation of women in politics, combined with their negative portrayal in the media, it is clear gender inequality is thriving. It can be argued that women in the public sphere, especially powerful women, are rigidly assessed through the male gaze, while men are not. According to Mary Rogers, the male gaze evaluates women according to the institutionalized interests of heterosexual men (Rogers Garrett, 2002 p. 3). Kate Legge’s satirical article highlights Australia’s fixation with Gillard’s earlobes during a debate in 2010, rather than her campaign themes. She mockingly remarks on the lack of commentary about the appearance of male politicians during debates of the past (Legge, 2010). Another demonstration of the sexism Gillard repeatedly endured appeared on a menu for a Queensland Coalition candidate’s fundraiser, as the Former Prime Minister’s genitalia became a matter of public concern. One of the main courses read ‘Julia Gillard

The Architecture Of China And Buddhism Essay - 1252 Words

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Germany Essay - 960 Words

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Inventory Proposal Wal-Mart Free Essays

Every company, no matter the size deals with inventory issues. How these issues are dealt with can determine the outcome of the company. If not done in a rectifiable fashion, the company could face serious threats up to and including closure. We will write a custom essay sample on Inventory Proposal Wal-Mart or any similar topic only for you Order Now We chose Wal-Mart as our company from our last paper, as it proposes an interesting dilemma in that despite the continued growth, all is not well with Sam Walton’s creation. This paper will discuss the inventory problems, the expected benefits that may or may not motivate the organization for change and our assessment for an alternative solution. Wal-Mart is growing at a blistering pace adding nearly 500 stores in the past five years a 13% increase, but during this time period Wal-Mart has reduced its employee count by roughly 20,000. This has had a serious impact on the inventory. Bloomberg published an article that states that although Wal-Mart has one of the best supply chains in the world, without staffing that chain breaks down. The company does not have enough workers to help stock inventory on shelves, or distribute the inventory to stores. Customers either find stores looking disorganized and unkept, or simply find an empty shelf with no product (Flannelly, 2013). A leak reported to Bloomberg said Bill Simon, the executive vice president and chief executive officer for Wal-Mart’s United States operation stated during an executive officers meeting that the company has inventory problems. â€Å"We run out quickly and the new stuff doesn’t come in, â€Å"he stated, noting that these â€Å"self-inflicted wounds† were Wal-Mart’s â€Å"biggest risk. † (Foley, 2013) The issue is the amount of inventory that the current employees can stock is far less than is required to maintain adequate merchandise levels. A store may have inventory in the back, but if it is not seen by the customer, the store is considered to be out of stock. This poses two major problems for Wal-Mart. The main problem is that this lack of stock is costing Wal-Mart billions in sales and is essentially leading customers to competitors. More competitors, like Target and Costco, have gained some of the market share away from Wal-Mart; it seems as though maintaining good, well-stocked, exceptionally operated stores needs to become a priority for the company (Flannelly, 2013). Another major issue with this problem is that inventory sitting in the back depreciates and every hour it sits is like a leaking faucet. Not only is the product sitting and depreciating, there are higher possibilities that the product might be damaged, expire, or simply lose its market value. Adding insult to injury, customer satisfaction continues to decrease. Due to the lack of workforce Wal-Mart has remained in last place on the American Customer Satisfaction Index for the past six years. Those are staggering numbers considering that Wal-Mart is the number one retailer in the world. If this problem is not rectified, Wal-Mart and its world renowned inventory system will be six feet under. Shows a steady increase in inventory, due either to the increase in locations or The lack of adequate employees to stock merchandise. The graph above indicates that Wal-Mart has the most inventory during the months of October, November, and December. This is probably due to the increase in sales during black Friday and Christmas. This also indicates that the amount of inventory during the third quarter is significantly lower than the rest of the year. Gives a more definitive look at the highs and lows in regards to inventory by quarter. Utilizes linear regression to forecast future inventory during any given quarter. The above graphs show inventory to sales over the last three years. We found that although Wal-Mart continues to grow, their sales could be higher. Each year there is a decrease when comparing it directly to inventory. Between 2011 and 2012 the Sales difference was 6% and only 5% between 2012 and 2013. Inventory also has a dip showing an 11% increase between 2011 and 2012 but drops down to 6% between 2012 and 2013. The reason is rather simple. If inventory does not make it to the floor, sales will decrease. As inventory continues to sit, Wal-Mart is essentially bleeding out. Obviously the correct action would be to hire the needed employees to correct this problem, but the costs may be too high to do all at once, not to mention, Wal-Mart feels no need to do such. Our alternative solution would be to hire in increments and implement specialized training that specifically focuses on turning the inventory. All new employees should become subject matter specialist and the training must be repeated throughout the nation (White C. , 2013). While inventory is not the issue, it has become the equation of cause and effect. This must be a priority as the inventory is the life blood of the company. No blood, No business. How to cite Inventory Proposal Wal-Mart, Papers

Health Information Management

Question: Discuss about theHealth Information Management. Answer: Introduction: Quality is becoming one of the increasingly and predominantly section of our daily lives. Everyone is at a constant pace to look for it in products and the general services in provision. An existence of the desire is causing organizations and major firms to make a consideration as being an essential tool and component to any service and production process. (Ventola, 2014). In the health section, the need to improve quality is a strategic differentiator action tool to enhance sustenance and competitive advantages accrued. As a result, the productivity which implies to the patient's satisfaction will be at elevation levels to be able to save more lives. (Sultan, 2014). Health information plays a significant role in all the activities in the health care services, in this paper a justification for the statement that medical record and the supporting systems serve an excellent constitution and a critical importance in the composition of a high-quality health care. Role of Medical Records and Supporting Systems As an instructive part of the medical record system, it makes a bridge between the available gaps in the medical and no medical department. In so doing an open communication is calibrated which in turns enables a continuity of in the care provision to patients with ease, it implies that all services are carried out at the appropriate time. It is in control by the skilled personnel who are the medical record technicians and the supporting team play a great role in the setting good quality management among patients. (Raghupathi et.al, 2014). Apart from the trainee technicians, the governing body in place is the medical records committee which oversees every single activity in the place is carried out correctly, with this governing body all the department resumes full responsibility for the flow of information among the key players in the provision of health care services, with ease. In a different aspect, the departments' functionality is at the lead of core principles which will inclu de the need to possess the key competence attributes inclusive of producing an accurate and complete information which is delivered timely to the other caregivers who are legible to take responsibility. (Powell et.al, 2014). The major role of the department in good health dissipation is to safeguard all records and give out any relevant record and information when they are on demand. Principles for Efficiency in Medical Records The key principles in this department are it a valuable part of managing a good health provision in the health facility. (Nguyen et.al, 2014). It includes the principle that the hospital will have a correct maintenance and adequate medical record. As every individual who undergoes treatment and evaluation in different categories which include an outpatient, inpatient and also an emergency patient all have the need to receive the service of their records well documented in a certain state, which will have coverage in the significance in all clinical and all the information. It is a critical section, for if this part is not in existence at the facility, then a collision may be deemed to occur. (Musen et.al, 2014). At a different instance, all medical record have to be in a state of being available and easily accessible, meant to provide continuity of patient care in conjunction with other medical supporting staff. The information by the medical records department is at an anticipation point of giving a chance for easy retrieval so as the information is in use for medical education or rather in the research and quality assurance activities within the facility also a provision of statistical data relevant to making predictions and analysis. Effect of Medical Record on Performance To have a high-quality health, all the information acquired from the patient should always be confidential, thus all that it takes to make a real relation to the patient and their privacy it lies with the medical record department and its support. It is part of the stakeholders of the office to have an oath, which will be part of their bond of secrecy. (McPherson and Pincus, 2016). The paramedical staff have the duty to maintain medical records, with confidentiality and not divulge into any act of releasing the information without permission of the patients data. Medical information in the other hand will mean, a document which contains enough information and data which is in writings in a sequential manner of how the events are in occurrence. As the events will try to provide justification of all the diagnosis, as well as all the warrant to treatment in place and the end results documented and kept. An essential role of the medical record is the part it brings of contributing to professional care which is to render the patient when in and out of the health facility. (Hockenberry and Wilson, 2014). It also provides a reflection of the quality of care which is rendered by the institution, in return making the medical record and its supporting staff play a significant role in determining and monitoring most of the facility's activities thus initiating easy quality control. Uses of Medical Records The use of the medical records in place will play a role in helping in the provision of high-quality healthcare. To begin with, it is useful in establishing patients follow up programs part of giving proper medication and treatment. (Furukawa et.al, 2014). It is the duty of the medical record staff to ensure an appropriate follow-up is in place for every activity of patients and treatment is recorded. (Go et.al, 2014). In the verge of protecting and proving a safeguarding initiation of the physicians and also the surgeons so as they will stick to integrity, because of the doctor and specialists. They do not hold all the document in assessing the patient's record rather they are to give the necessary part which they will be in need for to be able to provide effective medication to the patient. Thus it leads to having the confidentiality of the patient maintained. The other aspect is that the records in place can be in use to teach the postgraduate and as well as the undergraduates, as case studies. (Cherry and Jacob, 2015). It foresees all the possible conditions the students might be facing in their field of profession and hence open a forum where all the information needed is in use as a teaching practical situation which helps the health care students get experience to handle medical cases. In the vast medical field statistics and real situation have to be a recommendation in the researching institutions. All medical facilities in drug manufacturing, thus the records from the department are in use for research purposes to be able to find out real figures which are in dealing to be able to get solutions to prevailing infections and a possible medication. (Bodenheimer et.al, 2014). In the health programs which are with the aim of controlling epidemic infections, the need for a well-analyzed information is a vital tool to be able to do correct budgeting on drugs and provision of services. It is hence into place that the information from the medical records will provide insight on the current cases of an infection and hence give room for proper planning on how to administer correct medication and control of such infections. (Babbott et.al, 2014). The urge to have a working system a useful attribute can be at the implementation of the use of the medical records on the manage ment of then hospital facility and use the records as a measure to help control the hospital, all the essential facts are in anticipation of the need for a quick informatics in the whole process to establish a working policy for the process. Outcome of Poor Record Keeping However, the receiving end of the quality of the registers should be on a check every time for if it is not in emphasis, then the consequences of having poor records are devastating as it will cause drastic eventual results. (Bates et.al, 2014). The quality of the files will have a depending factor to the individuals making the entries to the recording sheet. Thus, incomplete, and untimely and inaccurate records, will cause a problem in the flow of information in the chain of medical care of a patient. When this happens, a possible outcome will be a negative result as the medical prescription is to give will not match the conditions of the patients. Conclusion In conclusion, medical record, and the supporting system is one area in the health care sector which hold a significant percentage of promising to have an improvement in the safety and a high quality of health care in return. (Burwell, 2015). When technology is incorporation to this, it will have a massive turn on, for with the every day to day development of the technology provision of more efficient tools can be in place to help change the way most of the documentation is in the current situation in a few areas of the department. (Abdelhak et.al, 2014). An emphasis on the need to have information and communication flow in every place where it is required with ease and efficiency to be able to avail it when it is mostly in need. In a long time, the technologies have been the need for changing on how the information is in handling. As all the advancements are in place, and all the rules are strictly on a follow-up, the patients will be having a positive feedback for it is a major con nector to most of the departments and the only solution in handling patients and health care personnel information for monitoring of quality service provision. References Abdelhak, M., Grostick, S. and Hanken, M.A., 2014.Health information: management of a strategic resource. Elsevier Health Sciences. Burwell, S.M., 2015. Setting value-based payment goalsHHS efforts to improve US healthcare.N Engl J Med,372(10), pp.897-899. Bates, D.W., Saria, S., Ohno-Machado, L., Shah, A. and Escobar, G., 2014. Big data in health care: using analytics to identify and manage high-risk and high-cost patients.Health Affairs,33(7), pp.1123-1131. Babbott, S., Manwell, L.B., Brown, R., Montague, E., Williams, E., Schwartz, M., Hess, E. andLinzer, M., 2014. Electronic medical records and physician stress in primary care: results from the MEMO Study.Journal of the American Medical Informatics Association,21(e1), pp.e100-e106. Bodenheimer, T. and Sinsky, C., 2014. From triple to quadruple aim: care of the patientrequires care of the provider.The Annals of Family Medicine,12(6), pp.573-576. Cherry, B. and Jacob, S.R., 2015.Contemporary nursing: Issues, trends, management.Elsevier Health Sciences. Furukawa, M.F., King, J., Patel, V., Hsiao, C.J., Adler-Milstein, J. and Jha, A.K., 2014. Despite substantial progress in EHR adoption, health information exchange and patient engagement remain low in office settings.Health Affairs,33(9), pp.1672-1679. 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Powell, A.C., Landman, A.B. and Bates, D.W., 2014. In search of a few goodapps.Jama,311(18), pp.1851-1852. Raghupathi, W. and Raghupathi, V., 2014. Big data analytics in healthcare: promise andpotential.Health Information Science and Systems,2(1), p.1. Sultan, N., 2014. Making use of cloud computing for healthcare provision: Opportunities and challenges.International Journal of Information Management,34(2), pp.177-184. Salman, R.A.S., Beller, E., Kagan, J., Hemminki, E., Phillips, R.S., Savulescu, J., Macleod, M., Wisely, J. and Chalmers, I., 2014. Increasing value and reducing waste in biomedical research regulation and management.The Lancet,383(9912), pp.176-185. Ventola, C.L., 2014. Mobile devices and apps for health care professionals: uses andbenefits.Pharmacy and Therapeutics,39(5), p.356.