Service quality management method

Service quality management method

The organization would like you to recommend a comprehensive service quality strategy for the company, therefore your report should include the following:
• Justify the importance of managing service quality in your chosen industry sector.
• Introduce appropriate service quality management method(s) to the organisation.
• Assess the impacts of leadership and service culture on front-line employees, their engagement and managerial implications.
• Design a customer feedback system (CFS) framework that the organization can use to monitor and continually improve service quality.

Your answer should be justified and illustrated by specific examples of best-practice organizational operations.

You will be given credit for your ability to draw on a range of sources; these may be academic, or industry-specific. Credit will also be given for a clearly structured answer that responds equally to each of the points laid out above, for the use of relevant examples, for demonstrating analytical powers, and for original or imaginative thinking.

Demonstrate in the report an ability to explore a theoretical argument that has clear implications for service businesses. The response should critically appraise the main theories and principles associated with the management of quality and service quality management. It needs to build upon wider reading and other managerial issues and will benefit from clear examples from the area of hospitality, tourism or events.

Make a reasoned argument in an academically well written report that leads the reader through argument and debate to a clear conclusion. The argument will therefore embrace the service concept whilst identifying a range of theoretical quality models.