1. Why is service quality more difficult to evaluate than quality in manufacturing? Explain what the gap model is. Also, discuss its purpose and the possible limitations.
Service quality is measured based on how well a service is delivered to the customers, whether it managed to meet the customers’ expectations. Quality in manufacturing is measured based on the physical goods produced by the manufacturing process.
Quality in manufacturing is easier to evaluate as there is a tangible output to derive whether the product is good or not, while service quality is an intangible aspect and therefore evaluating of it would be hard. Also, the service quality is ‘judged’ by the managers of the store, mystery shoppers, etc which are given a guideline to follow and evaluate. However, each individual’s perspective of ‘good service’ is …show more content…
What are the eight steps typically involved in the quality system design process?
A quality system composes of the standards and procedures that are developed to meet customers’ requirements. It is also used to ensure that level of quality is consistent through every output unit produced.
The eight steps of quality system design process are understanding and map all business structures and processes, develop business performance priorities, understand the current performance measurement system, develop performance indicators, decide how to collect required data, design reporting and performance data representation formats, test and adjust the performance measurement system, and last but not least, implement the performance measurement system.
The first step would be for managers to revisit and understand the organisation, its competitive position, the environment etc. This would allow managers to understand customer touch points and how other operations in the organisation affect customer’s perception of quality. Next, the system should support stakeholders’ requirements from the organisation’s strategy through its business
Service quality is measured based on how well a service is delivered to the customers, whether it managed to meet the customers’ expectations. Quality in manufacturing is measured based on the physical goods produced by the manufacturing process.
Quality in manufacturing is easier to evaluate as there is a tangible output to derive whether the product is good or not, while service quality is an intangible aspect and therefore evaluating of it would be hard. Also, the service quality is ‘judged’ by the managers of the store, mystery shoppers, etc which are given a guideline to follow and evaluate. However, each individual’s perspective of ‘good service’ is …show more content…
What are the eight steps typically involved in the quality system design process?
A quality system composes of the standards and procedures that are developed to meet customers’ requirements. It is also used to ensure that level of quality is consistent through every output unit produced.
The eight steps of quality system design process are understanding and map all business structures and processes, develop business performance priorities, understand the current performance measurement system, develop performance indicators, decide how to collect required data, design reporting and performance data representation formats, test and adjust the performance measurement system, and last but not least, implement the performance measurement system.
The first step would be for managers to revisit and understand the organisation, its competitive position, the environment etc. This would allow managers to understand customer touch points and how other operations in the organisation affect customer’s perception of quality. Next, the system should support stakeholders’ requirements from the organisation’s strategy through its business