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Choice one of the topic - Essay Example

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The concept of quality is one of the hotly debated topics today but the most significant factor in the quality is customer satisfaction and meeting various needs of the customer. Scholars argue that quality in an organization is very important claiming that high quality services…
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Download file to see previous pages Generally, quality can be managed by clearly defining quality characteristics, considering how it can be measured, setting quality standards and lastly, monitoring and improving standards (Kelemen, 2002, p.29). Some of the problems in managing quality of service include measurements because it is very difficult to measure something that is not tangible. Another problem is setting or meeting the required standards since it is not easy to meet diverse expectations of different customers. In addition, monitoring and improving quality service is also a challenge because it is extremely difficult to monitor something that cannot be observed. Some scholars equate the concept service quality to satisfaction (Hernon and Whitman 2000, p.14) claiming that service quality is concerned with satisfaction and meeting individuals’ expectations. Agreeably, service managers face different challenges as opposed to production managers and some of these challenges include answering customer call, satisfying customers by providing timely service, ensuring quality service, and time factors among others. This paper presents a discussion on quality, challenges that service managers face as opposed to product managers especially when trying to manage quality.
Feigenbaum not only focuses on manufacturing but he also covers various departments which contribute to the quality of the product and services that an organizations offer to satisfy customer’s needs (Knowles, n.d, p.10). Managing quality is one big challenge to many managers in an organization. Product quality covers features, performance and defects among others whereas service quality incorporates time delivery and knowledge of delivery personnel among others. Product features is one way in which quality can be measured in that customers focus on the features of the product as the most important factor in meeting their expectations (Juran, 1989, p.19). Product quality and service quality differ in ...Download file to see next pagesRead More
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