Albert Einstein, ever expressing his point of view about reality saying: God is in the details. He was convinced that nothing in the microscopic level of existence left at random; everything was still a plan. We can paraphrase Einstein for our purposes: the quality of the service is in the details. I.e., the relationship between suppliers and buyers exists in many individual points of contact of the true area of contact with the customer. This fact makes the service key inevitably something different from the traditional. If one is making a physical product, such as a car or a TV, you can control the quality of the product conducting whole manufacturing at a single site, and inspecting products as they come out of the manufacturing line, as happened with the FORD at its peak. But this is not what happens with services, such as opening savings accounts or be cared for, a service is factory at the time of delivery, and in almost all cases there are many points of delivery. For example, in a fast food job there are several moments in which are produced and delivered the product of service; Since you receive money, when the product is delivered and even when collects the container or trash left by the customer; itself, all physical products that are sold at a single site can be manufactured, but it is not possible to manufacture the interactions with customers in a central site.
This means that traditional methods of centralization, inspection and quality assurance, are no longer valid. We need a new conceptualization of the quality of the service, one that responds through the process fundamentally human interaction. In Colombia, it has been tried that this paradigm of the manufacturing process at the beginning of the industrial revolution today is the panacea to gain more customers; We really know that this is not so and instead understand thanks to the praxis that customer want satisfaction now, now, at this very moment and not when organizations come on them the focus of the concern by them. We must recognize that our existing customers are more demanding, more analytical, more observers and above all measure the response time to your needs by the companies to respond to a single concern: does really care for my?. But the answer to this question can only be found as the organization provides to the customer true moments of truth and especially when it comes graceful of the critical moments of truth in which projected its full potential to achieve loyalty to clients yesterday, today and tomorrow. But it is a moment of truth, and by organizations today are so concerned about making them most marvel in remembrance of their customers. Well, according to the service management terminology, a moment of truth or decisive moment is: an episode in which the customer comes into contact with any aspect of the Organization and has an impression about the quality of their service. The idea of the service management suggests that these numerous crucial moments are the key components of the service. The moment of truth is the basic Atom service, the smallest indivisible unit of the value delivered to the customer, is the essence of the business and especially the tip of the iceberg for the development and overall growth of the Organization Oscar Javier Zambrano Valdivieso consultant business 3003007683 original author and source of the article.