Study of Impact of Quality Management Practices in Services Companies
Автор:Tohid Kachwala and Dr. B Prajapati Год: 2011 Издание:LAP Lambert Academic Publishing Страниц: 460 ISBN: 9783844328363 The Research Book focuses on developing two models viz: SQM (Service Quality Management) & TQM (Total Quality Management). Based on Primary & Secondry research a set of factors have been identified for both the models & an instrument has been developed for two Service Sectors viz:(i) Management Education Institutes & (ii) Hotels. Two different & unrelated service industries are taken up to highlight how service quality factors are similar in different Services. The Study highlights the importance of quantifying service quality. It identifies the important & dominant factors in Quality management practices in Service Industries both from Customer''s perspective (SQM) & Service provider''s perspective (TQM). The Model will help in the management decision making process by identifying areas of concern for successful implementation of Quality management practices. The research work can be used as a reference guide by the Service industries...
