Production Planning & Control
Word Count: 200
Summary of the article
This article examines the contact of the management advance based on the efficiency of the service quality management and operations. This develops from the semi-structured interviews on managerial actors of different hierarchical levels and archival sources that suggest alternative approaches regarding the service quality. The findings highlighted the approaches made to encompass the service quality operations resulting to the employee’s satisfaction and a desirable customer experience.
Introduction
The review focuses on the marketing and service research indicating that they have been burgeoning interests of the managing service quality in a period of three decades. The research indicated that the wide range of the service organization with the high rate of service decrease due to the differences between the customers’ expectations of services and their delivery perception.
Literature review
The literature of the managing quality indicates that there has been massive attention paid on the critical management of enhancing the quality.
Methodology
The research approach was adopted in the explanation of the managerial orientation across diverse hierarchical levels that have an impact on the efficiency of quality operations.
Data analysis
The theoretical sampling and the interviews were used as the main sources of data collection and analysis. Interviews occurred ranging from the following levels senior, middle and the first line management.
Discussion
This article explored and analyzed the impact of the managerial approaches based on the effectiveness of the service operations.
References
Anderson, J., Rungtusanatham, M., and Schroeder, R., 1994. A theory of quality management underlying the Deming management method. Academy of Management
Review, 19, 472–509.
Batista, L., Smart, A., and Maull, R., 2008. The systemic perspective of service processes: underlying theory, architecture and approach. Production Planning and Control,
19 (5), 535–544.
Childe, S.J., 2011. Case studies in operations management. Production Planning and Control, 22 (2), 107.
