What is a service quality and the various consequences of poor quality that impacts an organisation.
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- a) Differentiate between physical quality and service quality b) Discuss why quality control circles may not help to enhance quality management of service organizations?1. What are the determinants of service quality? 2. Explain the service quality model and each gap of the model. 3. What are prevention, appraisal, and failure (internal and external) costs.3. Describe the concept of the internal customer and its relevance from a quality perspective.
- Select a service company or organization and discussthe dimensions of quality on which a customer might evaluate itDiscuss the dimensions of quality for services organizations?How would you define "Quality" in your own words? How does it effect your decision to purchase one product over another? Have you ever considered quality in the service industries? Please write about a personal experience with both poor quality service and an other example of excellent quality of service. 1
- E xplain the importance of timeliness in meeting customer expectations of service quality.. The manager of Perrotti's Pizza collects data concerning customer complaints about pizza delivery. Either the pizza arrives late, or the wrong pizza is delivered. Problem Topping is stuck to box lid Pizza arrives late Wrong topping or combination Wrong style of crust Wrong size Pizza is partially eaten Pizza never arrives Frequency 17 35 9 6 4 3 6 a. Use a Pareto chart to identify the "vital few" delivery problems. Comment on potential root causes of these problems and identify any especially egregious quality failures. b. The manager of Perrotti's Pizza is attempting to understand the root causes of late pizza delivery and has asked each driver to keep a log of specific difficulties that create late deliveries. After 1 week, the logs included the following entries: delivery vehicle broke down, couldn't make it across town to deliver second pizza in time, couldn't deliver four pizzas to four different customers in time, kitchen was late in producing order, got lost, order ticket was…How does the personal aspect of service complicate quality measurement?