customers correctly. 6) Difficulty in Estimating Cost. Since each service offering is different, the service industry has to estimate the charges payable by the customer for the service offered. 7) Difficulty in Measuring Performance of Services. A service, which may be delivered as per the documented specifications, will be different at each time of delivery. It is difficult to assess the performance of service deliverables. 8) Difficulty in Marketing Services. Service industry cannot hope to sell millions of service deliveries of the same type. 9) Difficulty in Measuring Customer Satisfaction. Determining customer satisfaction in service industry is more of a psychological approach. It is difficult to read the minds of the people. 10) Psychology of Customers. It is difficult to understand the psychology of customers, therefore the service providers should train the customer-contact employees in handling customers effectively.2. Customer Delight . Service organizations should look for opportunities for delighting customers though the conduct of market research. It is only in their own interest to delight the customers by fulfilling their unstated needs. . According to D.H. Stamatis, COMFORT stands for the following Customer Service Attributes: 1) C for Caring 2) 0 for Observant 3) M for Mindful 4) F for Friendly 5) O for Obliging 6) R for Responsible 7) T for Tactful 3. Kano Model . Dr. Nariaki Kano of Tokyo Rika University came out with an interesting and practical model for understanding customer satisfaction, known as the Kano Model. He developed the model from Herzberg's Motivation-Hygiene Theory.. The Kano Model, as a two-dimensional model, combines two characteristics pertaining to quality namely implementing the product function or degree of implementing the features of a product or service and the level of satisfaction of the customer. 4. Agreed Customer Requirements . Invest time for understanding customers' requirements. Every business should meet the requirements of its customers. 5. Customer Perceived Quality . The prefix of "customer perceived" has been added to quality purposely. It is not the quality as perceived by the organization, but the quality of product or service as perceived by the customers. 6. Customer Feedback and Complaints Resolution . Right customer feedback is the most difficult to obtain. Customer feedback improves processes.B. EMPLOYEE INVOLVEMENT Employees are the strength of an organization. They are the prime contributors to success. The following are TOM Principles and Strategies pertaining to employee involvement: 1. Motivation . Motivated teams lead to the success of organization. However the concept of employee motivation is difficult to understand because human nature is quite complex. . There are 3 Categories of People along Motivation: 1) Self-Actualized - are self-motivated. 2) Fence Sitters - their motivation level depends on management strategies. 3) Difficult to Improve - not motivated. 2. Teamwork . It is the responsibility of the management to foster teamwork amongst employees. The team can have the following benefits if they work for a win-win situation : 1) Achieve dramatic results 2) Make best use of skills of each member of the team 3) Make right decisions 4) Get more enjoyment and job satisfaction3. Training and Mentoring in The orientation training should help the employees understand the following: ll Objectives of the organization 2: Requirements and expectations 3: His roles 4i His responsibilities 5i His authority El The know-how and know-why of the jobs Ir'l Familiarity and skills in operating tools and machinery 4. Recognition and Rewards i It important to recognize achievement of employees. customers. and suppliers. Exceeding customer requirements or satisfying customers can be considered to be an achievement. iii The attributes for selection of best performing employees can be based from the following: ll Commitment 2: Creativity 3: Flexibility Ell Adaptability 5: Determination El Responsibility 5. Feedback and Performance Appraisal . Feedback is important for practicing TOM in organizations while performance appraisal is to be used for the development of employees. . Performance appraisal can be used by management for: 1) Promotion 2) Granting of additional increments 3) Training the employees 4) Reallocation of duties 6. Empowerment . Empowerment is the involvement of all the employees for improvement of processes on continual basis. It is an organizational state, where people are aligned with business direction and understand their performance boundaries, this enabling them to take responsibility and ownership while seeking improvements, identifying the best course of action and initiating steps to satisfy customer requirements.TOM PRINCIPLES AND STRATEGIES A. CUSTOMER SATISFACTION Customers are the greatest need of every organization. The following are useful for enhancing customer satisfaction through TOM Principles and Strategies: 1. Service Quality . Service - is the results generated, by activities at the interface between the organization and the customers and by the organization's internal activities, to meet customer needs. . Features of Service: 1) Speed. It is imperative for service providers to offer services as fast as possible without compromising the quality. 2) Delivery Schedule. Adhering to the time schedule of delivery. 3) Care in Handling. The deliverables have to be handled carefully. 4) Each Service Offering is Different. Each service offering is designed to fulfill the individual needs of the customers. 5) Customer Requirements are Difficult to Comprehend. Service providers have to understand the requirements of the customers correctly