서비스품질을 고려한 경영개선 프레임워크 개발

Abstract

The competition of organizations is growing due to the consumer`s demand for service quality. The importance of service quality is concerned not only in service industry but also in manufacturing industry and public sector. Therefore organizations should recognize service quality as a long-term core value and enhance organization`s business performance while pursuing service quality. Although evaluating the organization`s performance by means of visible financial elements works out, its performance also rests upon interactions among various corporate factors such as leadership, strategy, customer satisfaction, information and knowledge, human resources and process. Hence this paper presents a framework for supporting the enhancement of organization`s business performance. The framework includes the method and process for service quality assessment, service quality analysis, strategic tasks development, and action plan construction.