Dissertation on Teamwork and Customer Service Quality

THE IMPACT OF TEAM WORK ON CUSTOMER SERVICE QUALITY A CASE STUDY OF NATIONAL CURRICULUM DEVELOPMENT
CENTRE, UGANDA

DRONYI SILVER WANI
08/U/6906/PLE/PE

A RESEARCH PROPOSAL SUBMITTED TO THE SCHOOL OF MANAGEMENT AND ENTREPRENEURSHIP IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF BACHELOR OF
PROCUREMENT AND LOGISTICS OF
KYAMBOGO UNIVERSITY

APRIL 2012

CHAPTER ONE

1.0 INTRODUCTION

This chapter includes the background of the study, statement of the problem, purpose of the study, objectives of the study, research questions, and scope of the study, significance of the study, limitations of the study and operational definition of terms.

1.1 BACKGROUND OF THE STUDY

Phil (2002) team working is a group of people who work together towards a shared and meaningful outcomes in ways that combine their individual skills and abilities and for which they are all responsible. He added that a real team does not just happen but an organization has to work at it, create it, maintain and sustain it for the development and provision of quality standards and expectations to the customers. Organizations need teamwork in order to promote innovation and synergy, improve their goal achievement, promote professional development of team members, achieve time reduction targets and get cross-boundary ownership of tasks and problems.

Ronald (2004) argues that customer service depends on the expectations of the individual customer. However, all attempts to define customer service tend to focus on the relationships at the buyer/seller interface. He further added that to achieve the customer service levels expected, an organization need to ensure that for each of these two categories: the systems, measurements and the people are in place to respond to each customer group or market. Juran (2000) says that quality is the degree of excellence that is fitness for the purpose. It can also mean the degree in which customer requirements are met. Quality

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