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Quality is customer defined:
Quality of service or service excellence is a desire to maintain or strengthen the commitment to the library's philosophy of service to users. Quality is defined as the gap between a customer's expectations and perceptions. Such customer focus requires not only an attention to internal processes but also an awareness of the external marketplace.
Only a match between the requirements of the marketplace and the internal processes and operations will lead to quality service.
Factors affecting Process Design - Nature of Product The operations management has to design the production systems to produce products/ service of the kind that customers wan
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What is operational and behavioural symptoms
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Policies are general statements to guide subordinate thinking in the decision making process. policies define the area within which a subordinate may make a decision. In
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