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Main obstacle to service quality improvement. I. Top management commitment Lack of management commitment is the main reason of service quality failure. Managerial activities may change employees behaviours which will have an impact on service quality. So in other words, management focuses on the service quality by concentrating on the recruiting, training, compensation, and socialization of employees. Training Staffs not well trained for their job will surely have difficult to perform their tasks given (ex.; lack of communication skills, lack of IT skills). Service quality perceived by consumers is influenced by experience at different stages of service delivery. Control of service delivery and quality is complicated by the individual and unpredictable nature of people. So consumer may cause adverse quality perceptions. Communication Staffs need to be part of the decision-making procedure together with an open communication with management. Increase of employee participation in the overall quality strategy may increased flow of information and knowledge and contributes in the distribution of intelligence to the bottom of the organization for resolving problems. III. II.
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Employee cooperation Attitude of employees towards quality is one of the greatest barriers for successful implementation of QMS. In order to be successful in implementation of QMS, there should be committed and well-trained work force that participates. Although top management is responsible for QMS but that must not restraint other staff to be familiar with the system. It is recommended that everyone in the organization should be involved and take responsibility for quality. Teamwork will enhance customer satisfaction, since employees will feel better supported, reducing the stress. V. Incentives HRM should create a fun, friendly and family-like place to work, providing attractive incentives, benefit plans, carrier path and may be a flexible working hours to balance work and personal life Organizations should celebrate, applaud, and reward empowered employees. Main obstacle to service quality improvement. VI. Top management commitment Lack of management commitment is the main reason of service quality failure. Managerial activities may change employees behaviours which will have an impact on service quality. So in other words, management focuses on the service quality by concentrating on the recruiting, training, compensation, and socialization of employees. VII. Training Staffs not well trained for their job will surely have difficult to perform their tasks given (ex.; lack of communication skills, lack of IT skills). Service quality perceived by consumers is influenced by experience at different stages of service delivery. Control of service delivery and quality is complicated by the individual and unpredictable nature of people. So consumer may cause adverse quality perceptions.
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IV.
VIII.
Communication Staffs need to be part of the decision-making procedure together with an open communication with management. Increase of employee participation in the overall quality strategy may increased flow of information and knowledge and contributes in the distribution of intelligence to the bottom of the organization for resolving problems.
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IX. Employee cooperation Attitude of employees towards quality is one of the greatest barriers for successful implementation of QMS. In order to be successful in implementation of QMS, there should be committed and well-trained work force that participates. Although top management is responsible for QMS but that must not restraint other staff to be familiar with the system. It is recommended that everyone in the organization should be involved and take responsibility for quality. Teamwork will enhance customer satisfaction, since employees will feel better supported, reducing the stress. X. Incentives HRM should create a fun, friendly and family-like place to work, providing attractive incentives, benefit plans, carrier path and may be a flexible working hours to balance work and personal life Organizations should celebrate, applaud, and reward empowered employees.
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