Managing Quality Service Delivery

Managing quality and Services Delivery

Submitted By:-Poojaben Rupesh Gandhi
Submitted TO:Dolapo Ajakaye
Course:Diploma In Business Management
Level:6(ATHE)
ATHE REG No :=6338

Table of Contents
INTRODUCTION: 4
TASK 1 4
1.1 Identifying stakeholder’s group 4
1.2 Impact of poor service Quality on the organization and stakeholders: 5
1.3 Analyzing ways of meeting stakeholders: 6
TASK 2 7
2.1 Analyzing quality and quality standards with relation to services delivery: 7
2.2 Approaches to quality management within services delivery: 8
2.3 Setting and Monitoring Quality Standards: 9
TASK 3 10
3.1 Concept of continuous improvement within services delivery: 10
3.2 Need for continuous improvements within services delivery: 12
3.3 Implementation of continuous improvements 12
CONCLUSION: 12
REFERENCES: 13

INTRODUCTION: Managing quality and services is an significant aspect present for organizations in different industries particularly within health and public services sector. These companies operating within healthcare sector such as Synergy health care has done improvements in managing the quality services involved within the preset companies. The quality services have been significantly involved in the functioning of these firms and improved the performance related to these firms operating in the business. The current organizations have provided a well lot in this aspect for delivering better quality and services linked with the firms operating in the industries.
TASK 1
1.1 Identifying stakeholder’s group Stakeholder’s group within healthcare organizations such as Synergy healthcare is widen and diverse and covers several other groups and developers involved in the effective functioning of organization. These stakeholders basically include the federal agencies of state coming under the external stakeholders of the organization (Leathard, 2013). Private organizations also deliver defined services to be adopted by the Synergy healthcare in delivering the

References: Friedmann, A. S., 2013. The Ten Commandments of Great Customer Service. [Online]. Available through: < http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm>. [Accessed on 28th Mar, 2014].. Synergy Health and Wellness, 2014.[Online]. Available through: http://synergyhw.blogspot.in/. Website:< http://synergyhw.blogspot.in/2014/01/the-humans-guide-to-being-human.html> [Accessed on 28th Mar, 2014]. Synergy Health Ethics Policy Outline, 2012 [Online]. Available through: synergyhealthplc.com. Website:< http://www.synergyhealthplc.com/sites/default/files/synergy-health-ethics-policy-outline.pdf> [Accessed on 28th Mar, 2014]. The 10 Keys of Excellent Customer Service. 2013. [Online]. Available through: < http://www.forbes.com/sites/aileron/2012/11/15/the-10-keys-of-excellent-customer-service/>. [Accessed on 28th Mar, 2014]. Babin, J. B., and et. al., 2005. Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea. Journal of Services Marketing. 19(3). pp.133 – 139. Basu, R., 2013. Managing Quality in Projects. Gower Publishing, Ltd. Bell, D. and et.al., 2012. Managing Quality. Routledge. Chahal, K. and Eldabi, T., 2011. "Hybrid simulation and modes of governance in UK healthcare". Transforming Government: People, Process and Policy. 5(2).pp.143 – 154. Chattell, A., 1995. Managing for the Future. Saint Martin’s Press. Cole, G., 2003. Management Theory and Practice. Thomson Learning. Crouch, G . and et. al., 2004. Consumer Psychology of Tourism, Hospitality and Leisure. 3rd Ed. Cabi Publishing. Dale, G. B., Wiele, W. T. and Iwaarden, J., 2013. Managing Quality. John Wiley & Sons. Farner, S., Luthans, F. and Sommer, M, S., 2001. An empirical assessment of internal customer service. Managing Service Quality. 11 (5). pp.350 – 358. Fogli, L. , 2007. Customer Service Delivery: Research and Best Practices. John Wiley & Sons. Goodman, G. S., 2000. Monitoring, Measuring and Managing Customer Service. Jossey Bass Wiley. Jerry, D. and VanVactor, 2011. "A case study of collaborative communications within healthcare logistics". Leadership in Health Services. 24(1). pp.51 – 63. Leathard, A., 2013 Malloch, K., and O 'Grady, T.P., 2010. Introduction to Evidence-Based Practice in Nursing and Health Care. Bartlett Learning. Robinot, E. and Giannelloni, J. L., 2010. Do hotels ' “green” attributes contribute to customer satisfaction? Journal of Services Marketing. 24(2). pp.157 – 169. Rummery and et. al., 2003. Primary health and social care services in the UK: progress towards partnership. Social Science & Medicine Journal. 56. pp.1773–1782. Smedley,B. D, Stith,A.Y, and Nelson,A.R., 2003. Unequal treatment: confronting racial and ethnic disparities in health care. Washington, DC. National Academies Press. Swan, E. J., Bowers, R. M. and Grover, R., 2002. Customer involvement in the selection of service specifications. Journal of Services Marketing. 16(1). pp.88 – 103. Teboul, J., 2006. Service is Front stage: positioning services for value advantage. Palgrave Macmillan. Teboul, J., 2006. Service is Front stage: positioning services for value advantage. Palgrave Macmillan. Wolf, J. A., Hanson, H., and Moir, M.J., 2011. Organization Development in Health Care. Information Age Publishing.