Service Quality Management and Its Components

The term quality management refers to the process of utilizing all the procedures of production to yield the best product in a production process. This is an action that is normally done by various companies and other humanitarian organizations. Before every product is manufactured, the management sector aims to ensure that the right measures have been undertaken to yield products that are excellent in quality (Rapley 2003).

Several components are of major consideration when dealing with the aspects of quality management. These are quality control, assurance of quality, and the improvement that is done to the quality of a product. Quality control refers to the services that are done to the products of a particular company or industry. The major activity that is done in this aspect is to review the quality of all the factors of production that have been put in place. The control services are mainly focused on the people who are involved in the process of production. Moreover, they are aimed at the products that are produced at the end of the processing period (Pfeifer 2004).

Before every business plan is undertaken, the people who are to be concerned are normally compelled to get through a period of deep thought. This is the planning process that precedes the action of starting up the business. The process has to be well-defined and managed superbly. This will act as a platform and will improve the performance of the company, a great fold. These are therefore the kind of services that have to be offered to a business before it picks up. The people have to be integrated in a way to meet the objectives and the mission of the company. Moreover, there has to be a record that will relay the past developmental stages and progresses. This will help to strike plans (Räisänen, 2003).

The common themes in thinking about quality can also be applied to the services offered to the processes of production. Services refer to the actions and intentions that are meant to promote products in any given company. They are the actions that are done over the customers and the products that are offered by a company (American Bankers Association 1992). The people are at the central point in the offering of services. Even when other apparatus are involved, the people are the ones who act as intermediaries. There are also the roles that customers play in every producing organization. Furthermore, there is the aspect of continuous improvement and improvement of the quality of the services that are being offered by the institution (Milakovich 1995).

In every institution, people are the major pillars of every development that has taken place. In an institution as a restaurant, people play many roles and responsibilities. Knowledge is the steering force in every business plan. This is mostly applicable to the present generation. The major technological changes that take place in the world are due to human interventions. People impart knowledge in every activity they are involved in. It is the basic instinct of every strategy. Skills are acquired as a result of getting experience of knowledge. Moreover, there is the aspect of experience and qualification that the hotel has to meet for it to be able to compete well with other restaurants (Mauch. and Mauch 2009).

People play a crucial role in the management of services that are offered to the customers of the hotel. They are the source of knowledge and skills that are of utility in the production and improvement of the products of the hotel. This ranges from the catering to the accommodation departments (Lewis 1995). It is the duty of every individual in the restaurant to ensure that the mission and the vision of the restaurant are geared towards its fulfillment. This is after these people have taken time to ensure that these statements have been established and implemented in the life of the other people who are working in the restaurant. Moreover, the people are the source of the manpower that is made use of in the preparation of the necessary facilities that make up the restaurant. These range from food materials to security and accommodation services. The running of the managerial duties is normally the activity of the people. They manage and control every activity that takes place in the environs of the restaurant (Berenice and Bleedorn 2003).

The customers are also of major concern in the setting and the continuum of the restaurant. Customers are the people who make use of the products that are manufactured from the restaurant. These include the catering and the accommodation facilities. The customers are the major determiners of the kind of services that will be exemplified by a restaurant. Through the behavior and personality of the customers, the organization of the restaurant can either be transformed or brought down within a short period. The customers, therefore, necessitate sudden surveys to be done by a restaurant organization (Beck 2001).

From the reaction of the customer, many activities are pound to take place. The surveys that concern customer satisfaction plays several roles in the management of the restaurant. First, they give you an insight into the preferences and the opinions of the customers. This will assist the management of the restaurant to adjust to the preferences that the customers are in favor of. In the long run, the restaurant will be able to get the most of the gains due to the kind of satisfaction that it gives to its customers. This originated from the customers themselves. Moreover, better business decisions by the restaurant management will be initiated by the customers (Chang 2007).

The main aspects that touch on the satisfaction of the customers are the kind of the food materials, the selection of the menu, the pricing, and the promptness of the services among others. All these services are pound to improve with the attention of the customers. One clear thing is that no matter the customers increase or decrease in number, the restaurant will always work towards improving its services from one level to the other. The customers will only act as the determinants of the kind of improvement that has been done (Kanji 1995).

The other service in quality thinking is the need for a continuum of improvement of the growth and the development of the restaurant. These will extend into the kind of management that is being exercised by the restaurant. When we consider this in the running of the restaurant, the restaurant will be able to make strategies that are long-term and cover all the needs and requirements of the customers. The main idea that explores the idea of a long-term perspective of the hotel is to ensure that it continues to get the revenue that it has been getting overtime. Moreover, it ensures that the customers get a continued provision of the services and the products that they get from the hotel (Kandampully, et, al 2001).

In conclusion, there are various themes of quality thinking that are applied to different fields in the establishment and development of any business organization. These themes both apply to the services and the production of the company or any other organization. The main intention of these themes is to ensure a continuity of production of the business to get to many people in the world (Lovitts 2007).

References list

American Bankers Association. (1992). Service Quality Management, New York, American Bankers Association.

Beck, W. (2001). Social quality: a vision for Europe, Chicago, Kluwer Law International publishers.

Berenice D. and Bleedorn, Bahr. (2003). An education track for creativity and other quality thinking processes, Oxford, Scarecrow Press.

Chang, William Y. (2007). Network-Centric Service-Oriented Enterprise, New York, SAGE publishers.

Fricke, Werner and Totterdill, Peter. (2004). Action research in workplace innovation and regional development, John Benjamins Publishing Company.

Kanji, Gopal K. (1995). Total quality management: proceedings of the first world congress, oxford, Springer publishers.

Kandampully, Jay et, al. (2001). Service class supervision in hospitality, tourism, and leisure , Hospitality, travel and tourism, New York, Routledge publishers.

Lewis, Barbara R. (1995). Service quality management: inter-organisational issues, Manchester, Manchester School of Management press.

Lewis, witney. (1992). Service quality management, Chicago, Bank Marketing Association (U.S.). Lafferty Publications.

Lovitts, Barbara E. (2007). Making the understood explicit: creating routine expectations for the thesis, Chicago, Stylus Publishing, LLC.

Mauch, Peter D. and Mauch, Peter. (2009). Service Quality Management, oxford, Dr Peter D Mauch publishers.

Milakovich, Michael E. (1995). Improving service quality: achieving high performance in the public and private sectors, New Delhi, CRC Press.

Pfeifer, Tilo. (20004). Quality management, New York

Räisänen, Vilho. (2003). Implementing service quality in IP networks, New York, John Wiley and Sons.

Rapley, M. (2003). Quality of life research: a critical introduction, New York, SAGE publishers.

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