The document "Service Excellence TEL U" emphasizes the concept of achieving excellence in service provision, particularly in an academic and business context. Here’s a summary of the key points:
Definition of Service Excellence:
It involves consistently meeting or exceeding customer expectations.
It’s not solely about people but includes systems and facilities to support excellent service.
Importance of Customers:
Following Peter Drucker’s idea, the purpose of a business is to create and satisfy customers.
Excellence in service focuses on retaining customers through satisfaction and trust, balancing customer-centricity with the provider's values.
Challenges in Higher Education:
New threats like pandemics, global competition, and regulatory changes.
Handling difficult customers and maintaining academic and service integrity.
Strategies for Preparing Service Providers:
Focus on intentionality, understanding roles, leadership, and embracing "humanized technology."
Strive for institutional resilience, impactful research, student engagement, and fostering productive partnerships.
Spiritual and Ethical Dimensions:
Incorporating spiritual values and resilience as core drivers for excellence.
Utilizing Islamic teachings to inspire better service and community engagement.
The Dark Side:
Acknowledging systemic challenges and anomalies in achieving academic service excellence, with a call to overcome turbulence and focus on continuous improvement.