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Essay / Research Paper Abstract
This 12 page paper considers how a service organisation can deliver quality to the customers. The [paper looks at the concept of the value chain and the use of TQM and the SERVQUAL approach. The bibliography cites 30 sources.
Page Count:
12 pages (~225 words per page)
File: TS14_TEdelqual.rtf
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Unformatted sample text from the term paper:
of most types of organisation, from manufacturing to the provision of services. If we look at an organisation such as governmental intermediate school, the need for value, for both
the users and government are very similar to those seen in more commercial environments. If we consider the concept of the value chain form both the side of the
company and the customer, as these are interdependent then the way in which these can add value needs to be considered. The concept of the value chain is one that
is seen as having great potential (Manners, 2004, Coppendale, 2004). This looks at the processes of transformation, managing quality and the SERVQUAL approach.
In any business the supply chain is the chain from the production of the raw material through to the end user, for example a supply chain in practical for
a supermarket buying tomatoes to sell to its customers may be an upstream chain with the wholesaler first in the line upwards and at the source the farmer (Grant, 1998).
In the case of an educational establishment the input will be by the government and teachers and the output is the education of the children.
The first aspect is to ensure that the product offered is the right one for the market place, this is true even of a government service as
the organisation need to meet both government targets as well as the users needs. For this we will look at quality and the concept of TQM in the provision of
goods and services. There are many models that can be considered in the examination of quality. One tool that is often associated
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