Quality Improvement Road Map; Quality Improvement Action Plan; Service Quality
Issue Date
2008-05
Publisher
한국산업경영시스템학회
Citation
한국산업경영시스템학회 2008년 춘계학술대회 논문집, Page. 295~298
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.