Quality Management in Service Activities

INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY, 2013

The following paper highlights the domination of quality service and adaptation of Total Quality Management in the service Industry. It tries to explain that along with the increasing awareness in the society in respect to culture, education and the living standard, there is an increasing demand for quality service. It is one of the factors that is forcing the service industry to adopt TQM (total quality management) as the measures to improving quality of service. It has been observed that TQM is being accepted increasingly in the last decade by the service sector which clearly signifies that service quality is treated as a crucial factor for survival, Success & growth by the companies.

1992

During the last two decades the level of total quality management (TQM) awareness has considerably increased in the service industries. With ever-increasing customer demand, and global competition service industries are forced to re-think to improve their TQM practices and overcome the barriers during the implementation of TQM for maximum benefits. Further, the extent of literature review reveals that no study has addressed these two issues collectively for service industries. In the light of these facts, the purpose of this study is to identify the TQM practices that are critical for the support of service quality in different types of service industries. It also aims to explore the barriers of TQM implementation so that managers of service industries can work upon them to achieve service quality, and customer satisfaction. From literature review, 17 major TQM practices were found critical for the industry performance. These were frequently used by different researchers in the service industries. Also, a total of 12 major barriers were identified from the literature which hinders the implementation of TQM successfully. The managerial implications, recommendations, and scope for future study are presented in the end.

Science, Engineering and Technology

Nowadays, companies face numerous challenges to operate successfully and remain competitive in the market. Globalization is increasing competition in the market, allowing many companies to operate in foreign markets. Increasing competition has made companies constantly trying to increase their productivity while reducing costs. To meet all the requirements, and at the same time function in the best possible way, companies must be organized adequately, taking into account the whole set of processes from the company's internal organization to the company's appearance on the market. It means, if the end-user is to be satisfied, the company must implement quality in all phases of business, ie business ethics and company culture, through the quality of technology, personnel, etc. In other words, it must be satisfied the system quality of the company, known in the literature as QMS (Quality Management System). The main purpose of this paper is to review the multiple understanding ...

Over the last two decades, service organizations have embraced total quality management (TQM) as an effective management tool to improve their service quality (SQ). They have begun to show a keen interest in TQM by working on quality and related areas. TQM has become a major area of attention to practitioners, managers, and researchers due to its strong impact on business performance, customer satisfaction, and profitability. In the light of this, an attempt has been made to study and understand the theory and concept of TQM, its benefits as well as various facets of service components and its classification. The study also explores the literature on the implementation of TQM in selected service industries. The finding of study provides a rich contribution towards TQM theory, its role in service sector, as well as presents the different components of services. The present paper can help business managers and quality practitioners in better understanding TQM, service systems concept as well as TQM implementation in service sector. The scope for future study is presented at the end.

MUKT SHABD JOURNAL , 2020

Over the past two decades, service organisations have considered total quality management (TQM) as an efficient management tool to enhance their service quality. They have started to show an intense interest in TQM by operating on quality and related environments. TQM has grown a major area of interest to practitioners, managers and researchers owing to its strong influence on business performance, customer contentment and profitability. At this outset, an attempt has been done to study and identify the theory and notion of TQM, its dimensions in different facets of services. This analysis explores the literature on the execution of TQM in specific service industries. The results of this study facilitate a rich contribution towards TQM attributes in the service divisions and critical variables for assisting successful operation of TQM. Based on the findings a complete TQM model has been suggested which is people acquainted and may be best fits to the service organisations.

A large number of contemporary organisations across the globe are adopting total quality management (TQM) to satisfy and delight their customers. The need of the hour is to provide quality products and responsive services in order to gain competitive advantage and to enhance customer lifetime value. TQM requires creating a customer-centred culture in the service industry. Initiating and implementing a TQM program in most of the service system is a major task. It requires a thorough and systematic analysis of customer expectations, system processes and functions and defining and establishing quality parameters. The present study discusses and provides an overview of TQM implementation, its impact on different service industries and investigates the various critical success factors (CSFs), processes of TQM implementation and its effects on different service industries performance and, finally, analyses the impact of TQM in various service industries.

Recent studies on total quality management (TQM) show that there is sudden shift in the application of TQM from manufacturing to service organization and voluminous studies have been undertaken in it. TQM has taken a strong place in all sectors and emerged out as an approach for process improvement, waste reduction, business optimization and quality performance. Additionally, numerous researchers and academicians have acknowledged the applicability of TQM for sustainable competitive advantage especially for service organizations. In light of this, the purpose of the present study is to understand the concept of TQM as applicable to the service system. It also explores the literature on TQM in service organizations as well as reasons for its failure. Lastly, the study provides systematic guidelines for effective implementation of TQM in the service organizations. The findings of study provide a better understanding of TQM, its practices and present the reasons for growth of service organizations. Results also highlight some major outcomes from the latest studies on TQM in service organizations. Finally, the study proposes a ten step approach for effective implementation of TQM in the service organizations. This study provides a framework for better understanding the fundamentals of TQM in service organizations and seeks an in-depth knowledge of TQM theory to the service managers and practitioners. Some managerial implications and scope for future study are presented at the end.

The Service Industries Journal, 2007

Project management is a developing area in the service industry, as more unique and customer-tailored services are being developed. This paper presents a benchmarking research study, aimed at improving project planning capabilities in the service industry. Based on data collected from 275 project managers from several industries, including 79 from the service sector, project management strengths and weaknesses within the service industry were investigated. It was found that project managers from the service sector excel in cost and procurement planning processes, compared to project managers from other industries. On the other hand, project managers from the service sector achieve the worst score in quality management processes. Moreover, in the service industry quality management was found to have the most significant impact on project success. Hence, managers in the service sector would benefit from acquiring proper knowledge and techniques relating to quality management in the planning phase of projects. It was also found that the success level of projects performed in the service sector depends most on the qualifications of the project manager. A project manager in the service sector gets very little support from the organisation itself. Support processes should focus on the main weaknesses of the service industry, mainly 'developing project management procedures' and 'increasing the extent of training of their project managers'. The paper presents and analyses strengths and weaknesses of the service industry in project planning and suggests a detailed roadmap for improvement.

International Journal of Productivity and Quality Management

A large number of contemporary organisations across the globe are adopting total quality management (TQM) to satisfy and delight their customers. The need of the hour is to provide quality products and responsive services in order to gain competitive advantage and to enhance customer lifetime value. TQM requires creating a customer-centred culture in the service industry. Initiating and implementing a TQM program in most of the service system is a major task. It requires a thorough and systematic analysis of customer expectations, system processes and functions and defining and establishing quality parameters.