TYPES OF SKILLS IN THE STRUCTURE OF THE SERVQUAL METHODOLOGY

Abstract

Finding a balance between soft and hard skills of employees is one of the most important issues facing the management of any organization, because it is related to the quality of the production process. As soft and hard skills are transformed into criteria for assessing product quality, they would find application in its assessment methods. Hard skills, also called "technical" skills, are material: knowledge and experience. They are acquired through education. They are related to work and profession. Soft skills are the way people work. These include personal qualities, interpersonal skills, communication motivation, adaptability, creativity, time management, problem solving and conflict. The transformation of skills into quality criteria is carried out by finding new characteristics and improving the old characteristics of the product and service and production processes. The SERVQUAL methodology is based on the Grönroos Concept of the nature of the service consisting of two qualities: technical quality (key benefit to the user or what users receive or the technical result of the process) and functional quality (process quality or how users receive the technical result). , called by Grönroos “expression of service performance”). The Reliability criterion represents the provision of the service at the right time and presents soft skills to the staff. The criterion Responsiveness, timeliness and efficiency of the staff in carrying out medical activities. This criterion refers to soft skills because it is a functional quality, but in a sense it can be interpreted as a hard skill when the delay in medical activity is due to ignorance and incompetence, often fatal. Therefore, the criterion of reliability is mixed - it contains soft and hard skills. The confidence / security criterion for the activity to be safe. It is such when there is knowledge and experience on a given medical problem. The criterion is technically related to solid skills. Criteria Compassion individual approach to each patient. It is possible in the presence of knowledge and experience - hard skills. On the other hand, the orientation of the staff towards the users / patients is related to knowledge as a result of empathy, therefore the criterion has an aspect of soft skills. The SERVQUAL methodology contains criteria that are heterogeneous in terms of sub-criteria in the context of soft and hard skills. Criteria with purely technical / solid skills are materiality and security. Criteria with pure soft skills and reliability. Mixed criteria are responsiveness and compassion.