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Essay / Research Paper Abstract
This 14 page paper critically appraises the current state of affairs with regard to service quality measurement theories and their associated underlying theoretical models. The paper includes, but is not isolated to TQM and SERVQUAL, what they are, how they are used and the way they may add value to an organisation. The bibliography cites 23 sources.
Page Count:
14 pages (~225 words per page)
File: TS14_TEsermes.rtf
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Unformatted sample text from the term paper:
when it is considered that 59% of the global GDP is generated by the services industries (Anonymous, 2003). Information may be internal or external, however, it is the way in
which the organisation uses information that may be the determinant of success. In seeking to improve or maintain a specific level of quality there is a range of information required,
including the needs of customers, the what current systems will meet those needs and level to which those needs are met or exceeded. This is information that can be generated
by the company. In reality the way information is generated will be part of a commercial cockle, with systems used received and assessed, measurement of the quality should take place
at all stages as well as at the feed back. The quality measurement is therefore, usually part of a target model that reflects the underlying theories of the model as
a whole. However, where a model is used, either holistically or just for measurement at the feedback stage there is a general rule; the cost of using the model should
be lower that the benefit it will create (Grant, 1998). There are many models that can be considered in the examination of quality.
One tool that is often associated with quality, but in the manufacturing industries, which included quality measurement at a range of stages is that of Total Quality Management (TQM). This
is not isolated to the manufacturing industries as it is equally applicable to the services industries. It is a strong and well known model, but it is also useful in
the way it can indicate what is meant by quality and how it may reflect on terms of services. In practical terms TQM
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