Quality And Service Excellence In Utilities Sector

Quality And Quality Management System Essay
Assignment: 4.729 Quality Management Topic: Quality Espresso Coffee Prof: Ray Ninow
Name: Raghavendra .s Batch: 132 Student ID: 20140724
Words Count:
My company name z energy (Royal Oak)
a)Prepare a simple Quality manual for the coffee bar to define how quality of the espresso coffee will
be managed. 1). Quality management responsibilities
The z energy business shall establish and maintain a quality manual its includes
1.The boundary of the quality management system. Embrace data of and explanation any exclusions,
2.The records and methods established for the quality management system.
3.A complete statement of the interaction between procedures of quality management.
Quality is never an accident it is always the results of high intention, sincere efforts, intelligent
directions and skillful execution, it represents the wise choice of many alternatives.
Always z company provide high standard of quality of coffee to the customers and maintain
fabulous standard in storing coffee beans , managing high genic cleaning of coffee machine ,
equipment's , coffee beans , coffee cups . Z company meets the standard of quality in preparation flat
white coffee under ISO 9001 standard.
2). Management obligations:
The first and foremost are customer focus and planning
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Customer Satisfaction And Service Quality Essay
RESEARCH QUESTION AND AIMS
2.1 RESEARCH QUESTION
Customer satisfaction and service quality are the two important components that direct anyone's
attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today's
competitive era, the success lies in delivering quality services related to the industry which further
leads to rise in the level of satisfaction (Shemwell, Yavas and Bilgin, 2012). Therefore, service
quality and customer satisfaction are the most important topic for research in today's era so that
every organisation in the market retains and satisfies their customers via an improvement of service
quality (Gilbert and Veloutsou, 2006). So, the research question is explained below:
What is the relationship between customer satisfaction and service quality with reference to
Stamford Plaza, Auckland?
2.2 OBJECTIVES
The objectives of the research question are as follows:
To examine the service quality dimensions that perceived by the customers.
To investigate the characteristics of the relationship between the customer satisfaction and the
service quality.
3 LITERATURE REVIEW
3.1 Service Quality
Parasuraman, Zeithaml and Berry (1985) expressed service quality as the result of evaluation
between expectation of the services and what is perceived as an outcome to be received by the
customer. According to one of the marketing study which emphasise on service quality in
accommodation sector and further divided into two kinds i.e.

The world over, people have developed into an enigma of wanting the best. No matter how basic
the service is or the product, despite there being monopoly, this quest has seen every service
provider fight to offer the best of the service. This is based on the realization as Gronroos (1990)
points the increase in productivity has been greatly influenced over the years by external factors like
customer satisfaction. This has been the advantage of capitalism. Service providers have realized
that offering a service is not good enough. The world over, there is stiff competition for people to
achieve the niche of the market, and where product quality is almost at par, there can be only one
way to win the upper–hand; offering excellent customer...show more content...
For one to conceptualize on what service quality is, one has to realize what service is in the first
place. According to Gronroos (1990, pp.27), it is an activity or a series of activities which in nature
involve intangible things though not as a necessity. It is envisaged through the interactions between
the customer and service employees and or the service providers' systems which or who are meant to
offer solutions to the customers' problems.
For a service provider to offer quality service, he or she must incorporate certain features (Yong, &
Pastore, 2005, pp. 84–97). This is through the interaction between consumers and the service
providers (Deighton, 1992; Gronroos, 1990). These factors are also seen to be influenced by the
physical resources that are available (Gronnroos, 1990), and lastly it is envisaged through the
provision of certain functions to the consumer like problem solving (Gronnroos, 1990). As such a
service can simply be referred to as Yong (2000, pp. 43) termed it, with the combination of good
products, is perceived as well as appraised by consumers who coupled by particular goals are
motivated to consume the service.
Despite numerous researches in regards to the study of the concept of service over the decades,
there is no consent on how to hypothesize service quality (Cronin & Taylor, 1992); this has to a
large extent been caused out of the fact that

Service Quality : Services Quality Essay
Service Quality
Service quality means individual satisfaction (Braid. L, personal communication, June 2015)
Service quality is a realization in client dealings. A business or organization with excellent service
quality will meet client expectation while can remain economically competitive in the market.
A business should to require to be known for how it is superior to anything its contenders. In the
event that the business offers the best client benefit in the nearby market, then that could shape the
premise of the client quality recommendation.
Total quality management: Total quality means constant upgrading of the service. (Braid. L, personal
communication, June 2015)
Examples of good service quality include personalized service, where can get feedback from the
customer as a good return policies, using complaints desks and hotlines, being able to speak to a
human being when calling for service, and so on. Consumer service should be involved as part of a
complete method to organized improvement, as a customer service knowledge can change the whole
recognition a customer has of the organization.
SERVQUAL
The SERVQUAL service quality model was created by, Parasuraman, Valarie Zeithaml and Len
Berry, in 1988. It refers the fundamental parts of remarkable administration. The SERVQUAL
creators initially distinguished ten components of service quality, yet in later work, these were gave
way into five variables – reliability, assurance, tangibles, compassion and responsiveness.

E-Service Quality Essay
EXECUTIVE SUMMARY
The main objectives of this report were to:
1.Evaluate and compare the e–service quality of five websites in the utilities sector on the
dimensions of control, two–way communication and responsiveness on the basis of a given
questionnaire. The companies examined were British Gas, Scottish Power, Scottish Hydro Electric,
EDF Energy and E.ON Energy.
2.Critique the content of the questionnaire, developing an argument for why the questionnaire is
comprehensive, or how it can be improved by deleting and/or adding dimensions to assess e–service
quality.
To begin addressing these objectives, secondary research was carried out in order to gain a sound
understanding of e–service quality concept and its...show more content...
References...................................................................................................................10
7.Appendices..................................................................................................................12
1.INTRODUCTION
1.1 Definition of e–Service Quality
E–service quality (e–SQ) is a study of the quality of service received over the internet. This can be
defined as the extent to which a website facilitates efficient and effective shopping, purchasing and
delivery (Zeithaml et al., 2000).
Over the next four years, it is estimated that the number of online buyers in the UK will rise by
over half of the UK's current population, from 26.9 million to 31.8 million (marketresearch.com).
Clearly, this is a very large and profitable market, with businesses securing increasing numbers of
sales online each year (British Retail Consortium). Higher website quality leads to higher
profitability levels (Vanitha et al, 1999), therefore having an efficient and effective website is
crucial for obtaining sales, and e–SQ is a major factor in securing customer loyalty (Cristobal et al,
2007).
Some academic researchers have created comprehensive scales to measure e–SQ. Since SERVQUAL
is the definitive measurement of service quality (Wilson et al, 2008), it stands to reason that many
scales measuring e–SQ would be based

Cost of Quality
Introduction
For every industry or business, to get increased sales and better name amongst consumers and
fellow companies it is important to maintain a level of quality. Especially for the businesses engaged
in export business has to sustain a high level of quality to ensure better business globally. Generally
quality control standards for export are set strictly, as this business is also holds the prestige of the
country, whose company is doing the export. Export houses earn foreign exchange for the country,
so it becomes mandatory to have good quality control of their products. In the garment industry
quality control is practiced right from the initial stage of sourcing raw materials to the stage of final
finished garment. For textile...show more content...
Quality has to be taken care by the exporter, excuses are not entertained in international market for
negligence for low quality garments, new or existing exporters for both it is mandatory to use
design, technology and quality as major upgradation tools.
. Apart from superior quality of the garment, its pricing, packaging, delivery, etc has to be also taken
care of.
. The garment shown in the catalogue should match with the final garment delivered.
. It is important to perform according to the promises given to the buyer, or else it creates very bad
impression and results in loss of business and reputation.
. In international market, quality reassurance is required at every point.
. Proper documentation and high standard labels on the garment are also important aspects as these
things also create good impression.
. Timely delivery of garments is as important as its quality.
. If your competitor has the better quality of garment in same pricing, it is better to also enhance
your garment quality.
. Before entering into international market, garment exporters have to carefully frame out the quality
standards, or else if anything goes wrong it could harm the organization. And after that strictly follow
it.
. The garment quality should match the samples shown during taking the orders.
. The garment exporters should know to negotiate a premium price after quality assurance is done.
Quality is a multi–dimensional aspect. There are many aspects of

Service Excellence and Customer Satisfaction
Service excellence is when a customer leaves a business happy. Good service is when something is
done for you correctly in a timely, pleasant, hassle–free manner. Excellent customer service to me is
being attentive to the customer's needs, smile, and call other stores, being personable and upbeat,
going the extra mile, and ALWAYS asking thecustomer questions. Servicing customers. Like
helping. And interacting with the customers. Customer service means acknowledging the needs of
the customers their queries. As a manager in a restaurant I would practice service excellence by
going over and beyond. In my restaurant NO or I don't know will never be mentioned to customers.
I would treat the customer as if I would like to be treated. Treating each customer as an individual
and who has the sales person's undivided attention. Really listening to the customer and
understanding what might be behind the stated question for a product or service. Never reacting
negatively to any situation but rather taking it in stride. An angry customer has a reason for
feeling as they do and it's the sales person's job to find out why and turn it around. I work as a
night auditor at the "Holiday Inn Express" and I show service excellence every time I work. I
answers phones with manners and a perfect timing. When I greet guest, I make them feel as if they
want to come back. I make small talk and ask them how their stay here was? Of course I ask with a
smile. My customers comes back many times, I

1,000 Approaches and 0% Success Versus 10 Approaches and 100% Success I know you 've
heard it before, but life really is all about quality over quantity. Actually, quality will also bring
quantity when you factor in your success rate. Here are a few examples. Quality vs Quantity:
Getting a Good Job Take for example this Reddit post: Over the past few months, I 've applied to
over 100 jobs (a conservative estimate). I was at times pumping 5 or 6 out per day. I got one
interview out of all of them, which went terribly. A few weeks later I decided to try something
new. I applied to two jobs a week only. With each job, I 'd take about three or four hours to
research the company. I would write a completely original cover letter, tailoring it to the job
description. If the job description was casual and quirky, I 'd be casual and quirky. If it was
serious, I 'd be serious. I would include all of the key words I saw in the description (research,
writing ability, juggling multiple projects, etc) with specific examples. Then after I submit it, I
looked on LinkedIn to see what 2nd and 3rd degree connections I had with that company, and if
any alumni of my college work there, and email them for an informational interview. For all but
the tiniest companies I was able to find at least one person to interview, and they all agreed to
speak with me. After around three weeks of doing that, I have six interviews this week, all for
companies and positions I 'm really excited about. 5

Essay on Manage Quality Customer Service
|[pic] |
|Expand your knowledge with NDA qualifications and workshop training |
| |
|[pic] |
|Final Assessment |
|BSBCUS501C...show more content...
|
|What are the questions that all customers ask themselves |The questions that customers ask
themselves (consciously or subconsciously) |
|(consciously or subconsciously) before they commit to a |are, Does this product meet my needs?
Am I receiving a proper level of |
|purchase and how is the presented product/ service bundle |accompanying service? Am I happy with
the overall product/service offering? |
|likely to affect a customer's purchasing decision? |Does this meet my perception of value for money
on the basis of product, |
| |service or bundle? |
| |When a customer enters a retail outlet they will expect to be able to purchase|
| |a product they require and receive and appropriate level of service to go with|
| |the purchase. Even if an organisation offers a specific product that customers|
| |wants, if customers don't receive an appropriate product/service bundle such |

Research Paper On Total Quality Management
Total Quality Management
Total Quality Management (TQM) is a complete and structured approach to organizational
management that seeks to make better the quality of products and services through ongoing
refinements in answer to continuous feedback. The importance and value of TQM was stressed by
European Foundation of Quality Management to reach total customer satisfaction. TQM necessities
may be defined separately for a organization or may be in adherence to established standards, such as
the International Organization for Standardization's ISO 9000 series. Total Quality Management can
define aims for the continuous improvement in all levels and functions of the organization. The
continuous improvement suggests that quality management system should be a circle.
TQM the process for managing quality must be a continuous way of life, a philosophy of perpetual
improvement in everything that companies do. TQM is an integrated organizational...show more
content...
When the competition was growing in service sector the demand for service quality was
understood. At this time a new question was emerged, if it is possible to apply the principles of
TQM in service industry. The literatures and viewpoints of different researchers made the latest
moderations to TQM concepts and made TQM adaptable for service sector also.(2) Today,
customers have a wide choice of service providers and they would choose only the best service
providers in terms of quality, reliability, and profitability and who are at par with international
standards. Therefore, the quality of service plays a dominant role and is a primary factor in
ensuring the survival of the service provider in the global market. The whole focus is now
concentrated on providing services to customer beyond his expectations. This concept is applicable
to all service industries and has given birth to the concept of TQM in service

My Personal Quality
A personal quality that is important to me and that I am proud of is my compassion for others. In
a competitive and increasingly disconnected world, my compassion, something I once viewed as
a weakness, helps keep me grounded. My compassion for others is what drives me to befriend
new students, stand by and support my friends dealing with mental illnesses and drug addictions,
take my dog on long hikes, life a vegan lifestyle, vote with my money, give up my seat for the old
woman on the bus, help my sister with her math homework, give my teachers the respect they
deserve, drive food donations from my school to the food bank every Friday afternoon after school,
and spend my weekends at the aquarium trying, desperately, to convince people to take

The Evolution Of Quality Management
I always enjoy reading about the history of something because it tends to show you the evolution of
it. In this case, the evolution of 'Quality' is there. In the definition of quality in Chapter 2,
Feigenbaum and Crosby both state what they think is the contributing part of quality. Feigenbaum
believes that meeting the customers' expectations is the key, while Crosby feels that if you put an
impeccable product out, then that's quality. However, Goetsch and Davis define a hybrid version of
Feigenbaum and Crosby's thoughts on Quality, which incorporate the constant change that is the
customer. The customer is the driving force that makes business produce goods and services. Each
era in the history of quality has its place. Lessons learned along the way have shaped where we are
today Quality Management. In the craftsmanship era, businesses had relationships with their small
town customers who produced small scale personable products or services that could be shared
word of mouth. In order to take quality business into the future there had to be major changes if
companies were going to be able to produce 'quality' on the global scale. Quality managers tried
everything from getting the employees to believe in their work, receive awards, and incentives to do
more with less. The history of Quality Management has driven goods and services to be great, and
change with the customers' expectations which continue changing.
Chapter 3: Quality management encompasses a combination of

Quality Management Essay
Deming's 14 points were first applied to Japan and United States manufacturing but the philosophy
can be applied to many different industries now. The theories can be applied to healthcare,
including Long Term Acute Care Hospitals (LTACH). These types of hospitals are not as common
to people, but were created to deliver care based on patient's needs. This paper will look at an
LTACH located in Denver and like many healthcare facilities, employee morale is down due budget
cuts and the rising cost of healthcare. A total qualitymanagement program could potentially help
the facility develop new processes that allow for positive changes. Deming's 14 Points could be
applied to this hospital and help give direction to the leadership staff of...show more content...
Without a direction the hospital has not been able to achieve the performance results that it has been
looking for.
Why use Deming's 14 points Deming's 14 points is not just a quality management program, it is a
philosophy for leadership to help make the changes necessary (Darr, 1990). The points Deming
created are based on his ideas using statistical information. That actual performance and average
performance can be compared to determine whether the system is in statistical control. The data
gathered would be used in a trend analysis report. This allows management to identify variation,
positive or negative. Common variations can be identified, along with special variations. Special
variations would be three standard deviations from the mean, that would be seen only a small
percentage of the time (Darr, 1990). This may sound confusing, but what are being looked at are
specific trends and behaviors. The data will allow the hospital to determine if the occurrences are
related to the system or the individual. The conclusion is usually that employees are performing to
the best of their abilities within the system provided (Darr, 1990). Those deviations above the
standard are random and may not be replicated. This causes problems for both employees and
management. In most cases, employees want to be successful. They cannot be if the

Creating A Culture Of Quality
Creating a Culture of Quality Kara A. Clarke Cabarrus County EMS In order to create a culture
of quality having quality employees, promoting leaders, and maintaining quality within the
service. An article in EMSWorld states that reliability, maturity, adaptability, and good judgement
are four traits to look for when hiring employees. These traits can be difficult identify that an
applicant portrays due to only being with the applicant for a short amount of time in the interview
process. Looking for small clues can be a large assistance. Reliability can be assessed by what
time the applicant arrives. If you are 15 minutes early you are on time and if you are on time you
are late. How an applicant is dressed and groomed can help the service determine the maturity level
of the applicant. Both reliability and maturity can start to be determined before the applicant comes
in for the interview. The interview questions should assess how the applicant can adapt by asking
difficult questions. A clue for an applicant showing good judgement, "Interviewees who answer
whatever they're asked with a minimum of editorializing and digression" (Rubin 2015). Another clue
for good judgement is seeing how the applicant shows their reliability, maturity, and adaptability.
Using these traits and clues will assist in hiring quality employees. EMS employees have to deal
with and see situations that are stressful and difficult to handle. Providing a good culture and a

My Quality Education Essay
My Quality Education
For years I've heard that in order to succeed one has to receive a quality education. It's kind of funny
though, with all the talk about the need for this great quality education nobody ever says exactly
what it is. While examining this strange phenomenon I've discovered the basic universal elements of
a "quality education". I've also learned that everyone has different standards by which
they judge what is and what isn't a quality education, different groups are treated differently, the
importance of home education and the effects that my own pursuits of education have had on me.
Depending upon who you ask you will almost always receive a...show more content...
Much of the time, if not all, the primary focus is on
European and Western civilization. Asian, African, Indian, and South American civilization ten to be
ignored in comparison to European cultures which we are required to learn from the time we enter
school and many times beyond the time we leave school. Since these cultures are often ignored much
of the cultural knowledge for "minorities" is provided by family and passed on from
generation to generation through oral stories like "corn mother" and through artifacts.
The standards of a quality education are defined by many different institutions, each of them
having their own definition of what an education should be. Take the employer for example. The
employer sees a good education as having the proper training to perform the job correctly in the
workplace, we place a significant amount of importance in the knowledge of ourselves. This is
valued so much that often one who is ignorant of their history can be labeled a "
sell–out" or something similar. People from other culture have their own standards of
education. For instance, if one were to meet a person from culture and were insensitive to their
customs, disrespectful, and showed no appreciation whatsoever for their culture, they could very
easily be viewed as ignorant. In essence everyone makes the rules of what a good education is. Many
of these rules differ which is why it is so vital that

Quality Control
Quality control paper
Quality control is a critical concept in every industry and profession. The survival of your job and
of your company depends on your ability to produce a quality product or service. For most people,
quality is associated with the idea of a product or service that's well done, looks good, and does its
job well. Quality product is one that lasts, holds up well under use, and doesn't require constant
repair. A quality product or service should meet a high standard in many areas, such as form,
features, fit and finish, reliability, and usability. As products and services evolve, consumer
expectations tend to increase so that yesterday's quality product becomes tomorrow's junk. Quality
revolves around meeting customer...show more content...
In quality control terms, conforming means that an item meets customer specifications, and
nonconforming means it doesn't. You inspect your product or service by measuring one or more of
its properties and comparing the measurements to customer specifications.
Although inspection can ensure that 100 percent of the products or services delivered to your
customers are good, it can be a very expensive process, especially for high–volume, low–value items.
Also, inspection is impossible for items where testing can damage the product.
The introduction of a quality control process into an organization can be a major shock to its
system. The following components are crucial if you want to lessen the shock and gain acceptance
within your organization. Advertise acceptance of the program from important stakeholders within
your organization. Communicate the reasons for the change and the benefits it will bring to
everyone in the organization. Train employees in the new ways of the organization. You want
workers doing the right things consistently because success helps to gain support. Like most other
changes, quality control is best introduced in small bits. One way to do this is to create a pilot
project that allows you to make a small change to a small part of your process to see the change's
effect. If the results are good, you can implement the change on a wider basis; if the change is bad,
you've limited the damage done.
As an example I made a small research on Quest

Quality Flyer Designs
Quality flyer designs are worth more than you pay because they help bring back more money than a
regular flyer design. The higher the quality of the design and the more intriguing and eye catching
your marketing material, the more money you can expect to come back in return for your small
investment.
It takes years for a designer to mature their design techniques, taste and typography and to master the
software they use to create flyer designs, websites and marketing materials. Certainly anyone can
type up a flyer or a sales sheet and throw a few pictures in the background, but creating a great
looking flyer that makes the important information stand out takes a real designer.
Lets face the truth, not everyone fully reads nightclub fliers...show more content...
A good design will often help your flyer be one of the fliers they keep in the first place. Part of the
price of your marketing piece is distribution and with a good design you get better return on that
investment as well. There is no point in handing out something that no one will ever want to read, so
it has to be appealing and it has to draw their attention.
Keep this in mind next time you price out designers, sometimes you get what you pay for. Quality
flyer designs are an investment in your image.So just what is your company's image worth? Are the
graphic design examples of the designer at the same level or higher? Can you envision superior
designs helping you achieve higher goals and greater returns on your investment? Is it worth the
extra investment to pay a little more for a better design?
It's important to remember that every flyer that has your companies name on it is a reflection of
your company's image, the more professional and spectacular the flyer design, the higher the
perceived image of your company. That is why paying for a good design is very important and
brings back more money in

What is quality Essay
What does quality mean to you?
Every day I meet three businesses that uphold different sets of what they call a quality.
In the morning when I go to work, when I open the front door of my home, I face the view of a
small canteen, operated by three ladies. Their market is the workers of a police headquarter about
several hundred meters away from my home. What is quality in this canteen? Quality here means
that all food is warm and freshly made on the same day. It should taste better than other food sold by
other stalls on the same street. Quality means that the ladies have to be able to push their prices as
low as possible, even though due to the material quality, their cost is higher than their competitors'.
My office is located right...show more content...
What is quality for Chevron? That's getting everything done by ensuring worker's total safety at the
same time, wherever they work.
What is quality for me? I think my set of standards came from what I see every day.
How does good (or bad) quality affect you personally as a consumer?
I don't use the latest laptop. I don't recommend Windows 8. And I still use Android 2.3 in my
phone. I don't believe that the latest technology is always the best. I still use Office 2007. In term
of technology, I tend to learn a lot prior to implementing something. Many friends call me some
sort of gadget freak. Yet I don't use the latest technology. The latest technology is not always the
best thing for my daily usage. I believe a quality is about how well you can use a product.
Have you had experiences where your expectations were exceeded, or on the contrary, not met?
In 2010 several Baobab trees were moved by the University of Indonesia from a town called Subang
to be planted in front of their administrative office. When the tree convoy reached the toll road, the
toll gate was too small for the trees. They then cut down the branches so the trees fit the toll gate.
What they didn't know is that, unlike Indonesian trees, it may take decades for a baobab to grow a
leafy branch. If they needed to cut something, it should have been the toll gate.
How did that change your opinion of the organization and its product or service?

Essay On Quality Research
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The Quality Of Quality Assurance Essay
Quality assurance can be defined as a system to monitor to and evaluate a product or a service. It
identifying and recommending measures to make improvements to set standards and performance
and ensuring everything is working well aiming to avoid problems keeping everything running
smooth and improve products and services. In relation to the teaching, training assessing it
ensures the product/service which the learner is receiving being to correct standard and the
internal quality assurance are the checks which are done to ensure this is occurring. The IQA
Process is carried out from the start and only ends at the completion of the product or service, in
the case of the assessing is the learner's journey through the learning cycle, and enables the learner
to be tracked at each stage of the process. Assessment and IQA is a continuous process and should
be monitored and evaluated at all times. This allows actions for improvement which can be
implemented It is important that an IQA is appointed to carry out quality assurance when
assessment activities are taking place, the IQA should include the following tasks: plan what will be
monitored, from whom and when observe training and assessor practice, and give developmental
feedback sample assessment records, learners' work and assessor decisions meet with learners and
others, for example, witnesses facilitate the standardisation of assessor practice hold team meetings
support assessors Upholding

Quality And Service Excellence In Utilities Sector

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