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
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Gaps Model of Service Quality The 4 gaps in the Gaps Model are knowledge gap‚ standards gap‚ delivery gap and communication gap. Knowledge gap is the difference between customers’ expectations and the retailer’s perception of these customer’s expectations. This occurs when a person do not know what the customers expect or want. By applying knowledge gap to H&M retail store‚ it refers to the salesperson not knowing what their customers expect/want. For example‚ a customer visiting the H&M
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Total quality management deals with management move towards centered on quality‚ based on the participation of an organization’s members and aiming at long period success. This study is a comparative study between the libraries of Banasthali University‚ Rajasthan and Avinashilingam University‚ Tamil Nadu. The study focused on the comparison of infrastructure of libraries at present. It also about the library staff views on this job satisfaction and job quality‚ views of library users on the quality
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A Framework for Managing the Quality of Health Services in N e w S o u t h Wa l e s “Improving safety and quality of care should be a central concern for all those in the healthcare system: policy makers‚ managers and health practitioners alike.” Taskforce on quality in Australian Healthcare June 1996 QUALITY AND BUDGET equal partners in health Quality Framework for NSW Health Steering Committee January 1999 NSWHEALTH 1 foreword With the increasing recognition
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Service-quality dimensions Although there is general agreement that service quality has many dimensions (Gro¨nroos‚ 1982‚ 1990; Berry et al.‚ 1985; Parasuraman et al.‚ 1985)‚ there is no consensus on the exact nature and content of these dimensions (Brady and Cronin‚ 2001). Lehtinen and Lehtinen (1982) defined service quality in terms of physical quality‚ interactive quality‚ and corporate (image) quality. Physical quality relates to the tangible aspects of a service. Interactive quality refers
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Metals and Non-metals Elements are divided mainly into two groups on the basis of physical and chemical properties – Metal and Non-metal. Metals: Part - I Physical Properties of Metals:- Hardness:- Most of the metals are hard‚ except alkali metals‚ such as sodium‚ potassium‚ lithium‚ etc. Sodium‚ potassium‚ lithium etc. are very soft metals‚ these can be cut using knife. Strength:- Most of the metals are strong and have high tensile strength. Because of this big structures are made using metals
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MD Anderson Cancer Center This case study is a about MD Anderson Cancer Center that considered one of the largest center in cancer treatment that include all types of cancer through highly organized interdisciplinary system. This center became a part of University of Texas in 1942 and aimed to decrease or eliminate cancer in the state of Texas‚ the nation‚ and the world. In order to accomplish this mission‚ MD Anderson Cancer Center developed many programs that related to patient care‚ research
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Family Service & Guidance Center Program Evaluation Angie Staiert Friends University Non-Profit Leadership LEAD 304-Z1 Mr. Bobby Burcham Abstract Family Service and Guidance Center (FSGC) is a nonprofit organization that helps children deal with mental health illnesses and support the families involved in caring for those children. They have many programs that are designed to help children and families deal with mental health wellness in their families and have several successful ways they use
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Case O: “Cultural Competency at Marion County Health Center” Marion County Health Center (MCHC) is a non-for-profit organization that provides woman health services at its Women’s health clinic. The Clinic provides services to a diverse population of 60% whites‚ 30% African-American‚ and 10% mix of various races. Breast screening rates at the Clinic was lower the required standards‚ and significantly lower for non-white patients. The lower rate and disparity in services conflicts with the mission
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Metals & Non-Metals Metals: Good conductors of heat and electricity. Have shining luster. Malleable (this means that they can be hammered or distorted). Ductile (this means that they can be drawn into wires). Most have high melting and boiling points. Are sonorous (give out sound when beaten). Usually solid at room temperature. An exception to this is mercury‚ which is liquid in nature. Examples: Aluminum‚ Gold‚ Copper‚ Silver‚ Sodium‚ Potassium‚ Mercury. Corrode or oxidize in
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