Week 4 Assignment
Menglin Yu
MGMT 450
10/22/2023
Week 4 Assignment
Dimensions of Service Quality
The dimensions of service quality include tangibles, service reliability, responsiveness,
assurance, and empathy. Tangibles relate to how an organization is able to portray service to
consumers. The equipment as well as the personnel involved in the delivery of services have an
impact on the tangibility of the service. The environment as well as the communication between
the service provider and the customer also matters (Yarimoglu, 2014). Service reliability is
rooted in the ability of the service provider to execute the service accurately and in a dependable
manner. The consistency of an organization affects its reliability. All steps of customer
interaction have an impact on the reliability of the service provider.
Responsiveness is the dedication of service providers to cater to the needs of the
consumer in a prompt manner. Consumer requests must be assessed and they must be processed
in a timely manner. On the other hand, assurance is the confidence that consumers have in an
organization (Yarimoglu, 2014). Customers must have some level of trust that the company will
deliver on its promises. Employees in an organization must be able to inspire trust and
confidence. This helps ensure that they will inspire loyalty in consumers. Empathy relates to the
caring nature of a company to its customers.
Determinants of Quality
The determinants of quality are tangible factors and intangible factors. Tangible factors
are technology, the facilities that a company owns, and communication. Technology plays an
important role in defining service quality. The outcome of the service process is highly
dependent on the technology employed. In addition, functional dimensions also play a role in
defining service quality. The interactions between an employee and consumer have a role to play
in defining service quality (Nunkoo et al., 2020). Personality as well as the approachability of
personnel have an impact in defining the quality of service delivered. On the other hand,
intangible factors are reliability, responsiveness, assurance, courtesy and empathy.
Plan-Do-Study-Act Cycle
The plan-do-study-act-cycle (PDSA) is a problem-solving model that can be applied by
firms. It can also be used in implementing change. In the planning stage, one evaluates the
objective of the process (Zann et al., 2021). One must also make predictions on what will
happen. Plans to test the changes must also be put into place. The do phase includes carrying out
the test. The data also needs to be analyzed. In the study phase, one analyzes the results of the
implementation. In the act stage, one seeks to understand what they have learnt from the cycle.
One seeks to understand whether the proposed solution worked or not.
Six Sigma
Six sigma is a set of methodologies that is used in the improvement of business
processes. It helps reduce the defects and errors that could occur in the existing business
processes (Montgomery & Woodall, 2008). Six Sigma also seeks to reduce costs while making
significant improvements to customer satisfaction. Six sigma is achieved through a structured
approach known as DMAIC (define, measure, analyze, improve, control). The aim is to eliminate
variations and boost processes. Six sigma is driven by data and seeks to improve on
performance.
Key Elements of the TQM Approach
Total Quality Management seeks to achieve success through customer satisfaction. The
key elements of the TQM approach include team approach, knowledge of tools, champion,
quality at the source, suppliers are partners in the process, supplier quality, knowledge of tools,
employee empowerment, continuous improvement, and competitive benchmarking.
References
Montgomery, D. C., & Woodall, W. H. (2008). An overview of six sigma. International
Statistical Review/Revue Internationale de Statistique, 329-346.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2020). Service quality and
customer satisfaction: The moderating effects of hotel star rating. International Journal
of Hospitality Management, 91, 102414.
Yarimoglu, E. K. (2014). A review on dimensions of service quality models. Journal of
marketing management, 2(2), 79-93.
Zann, A., Harwayne-Gidansky, I., & Maa, T. (2021). Incorporating Simulation Into Your Plan-
Do-Study-Act Cycle. Pediatric Annals, 50(1), e25-e31.