RESEARCH TOPIC 6 final paper

Service Quality Improvement

Ryan Magana

BUS642 Business Research & Tools

Ashish Godbole

December 18, 2017

Service Quality Improvement

Background information

Quality management is considered as an essential aspect of an organization that ensures consistency of services and productions. This research investigates on how an organization can develop and adopt processes to enhance its quality management systems. These processes are cycles that an organization can use to fix some of its shortcomings and reduce the number of errors and risks in the organization’s operations. The formulation of processes and procedure for a successful quality improvement in an organization should consider five significant sectors. They are; continuous improvement, managerial involvement, customer satisfaction, measurability and recording of quality, and organizational support.

The management dilemma

This research addresses how one can incorporate the best practice to improve an organization’s operation and how it relates to its employees and customers. Some of the processes have described by different individuals and institutions, and they have been practically proven to bring positive results towards quality improvement. An example is the Shewhart model of quality assurance; PDCA which means Plan, Do, Check, and Act (Vasconcellos, 2004). Ultimately, the research will address the different stages and phases in a company’s quality management system and propose on the best practice to enhance each of these stages.

Research questions and hypothesis

Research question: How can you improve the quality and service of goods and services provided to consumers?

Hypothesis: By creating processes and procedures it will allow for better over management of the company’s ability to produce or service the customer.

Summary

ISO 9000:2000 is a quality management system which benefits a company in improving the quality of products as well boost employee performance (Evans, & Lindsay, 2008). This is a basic tool for any company which wishes to develop its quality management system. I believe that by using this tool, a company can adequately examine the different processes and incorporate some of the ISO 9000 approaches to correct the different management and quality challenges.

References

Evans, J. & Lindsay, W. (2008). Managing for quality and performance excellence. Mason, OH: Thomson/South-Western.

Vasconcellos, J. (2004). Quality assurance for the food industry: a practical approach. Boca Raton, FL: CRC Press.