Describe how an organization can assess its service quality, Business Management

Question 1:

(a) Total Quality Management (TQM) is an approach to improving the effectiveness and flexibility of a business as a whole (Oakland, 1989).
Discuss three of the core principles of TQM.

(b) Benchmarking is the systematic search for best practices, innovative ideas, and highly effective operating procedures.

Explain the benefits and limitations of benchmarking.

Question 2:

(a) What do you meant by the term ‘SERVQUAL'?

(b) Using the SERVQUAL model, describe how an organization can assess its service quality?

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