Redondo, Elaine A.

BSHM 1A

"The Role of Management in Providing Service Quality"

The role of management in providing service quality is to determine

how well a service has been done so they can improve its quality in the future,

can identify problems and correct them. This monitor the services that are

done to customers by an organization. Management is the one who make

decisions on how to effectively improve business performance in order to last

in service industry. It has a big part in to be a successful in any industry.

Making it possible, the right perception on making effective managing plan

and techniques which understanding the customers is always first.

The nature of service is defined as being an activity which involves a

product or a good and is provided as a solution to meet a customer’s demand

and that quality is the result of being satisfied as well as the service delivery

met the expectations of a customer.

The service industry mainly focus on everything revolves around the

customer. Customer is the most important part of any industry and the one

who make life to a business they simply classified as the main goal of an

industry with the reason they are the one who give profit to a company.

Customers have different expectations about a place they are visiting, but they
all just want the best possible service they can have in a place. For

management this requires providing a product and services of the quality

expected by customer. Interactions or moments happens between customer

and staff are the most important time because there is a possible things to

happen that something is going wrong or going right. But this also help to

enhance the place quality service. Customer satisfaction and service quality

are one of the best way to manage and improve business, sale of the company,

and especially to have a loyal customers. Good service is a result of successful

and organized organization which lend to a long lasting organization.

Customer satisfaction facilitates the measure of how service and products

provided by company meet customer expectation. It is a key performance

indicator in business (Peterson and Wilson, 1992).

Service quality management processes used to have a quality of

services according to customer expectations. It also includes the maintenance

and long-term monitoring of all of the services offered to customers as it helps

to improve a service. Managing the quality of products and services is very

important to ensure that the business improved in meeting the customer

requirements and achieves organizational goals. Quality management is the

key in continuous improvement and business growth. Service quality is more

of a comparison of the customer expectations and the service performance.

Though the principles of improving product quality are applicable to services

as well, it’s very important to know the focus areas of improvement.

 Quality management system is defined as a mechanism to manage and

continually improve quality of products and services and can build a strong

culture, which can positively improve the organization's competitiveness and

performance. In every successful organization they are a proper management

who manage the organization by its mistakes and improvements.