In pursuit of
better employee performance and customer satisfaction, organizations are
looking for and investing in strategies to enhance output. Heterogeneity being
a key characteristic of services, service firms are determined to optimize
their employees’ output in order to ensure that their customers are always
contented as a result of consuming quality delivered services (James and Mona,
2011). Service firms are thus implementing Quality Control (QC) in their
operations so as to ensure that their employees always perform their tasks
right the first time and that their customers’ expectations are always met or
exceeded after consumption of the firm’s products or services.
Quality control
techniques, their capabilities and limitations should never by themselves
dictate the employees’ performance. It is by weaving these quality control
techniques into the fabric of the employees operations that a company can bring
the most value from its employee performance as observed by Aquilano and Chase
(1991). A service firm that therefore integrates quality control systems
directly into its employees’ operations stands the best chance to optimize its
employee goals, and thus increase customer satisfaction. Therefore, the best
model for better employee performance is to fully integrate all its quality
control systems and its employees operations into one set of intimately linked
processes.
With customers in
the service market being not only cautious with the quality of products and
services they consume, but also in the manner in which the latter is delivered,
and them being also key participants in the delivery system of the service,
organizations are forced to implement quality control techniques in their
operations in order to assist and ensure that their employees perform their
respective tasks the right way the first time. Quality control thus assists and
ensures that the employees are able to meet or exceed their customers’
expectations of the service or product by delivering the services or products
effectively, that is in the quality expected by the customers (Aquilano and
Chase, 1991).
Terms of Use: This is an academic paper. Students should NOT copy our materials word to word, as we DO NOT encourage Plagiarism. Only use as a guide in developing your original research work. Thanks.
Disclaimer: All undertaking works, records, and reports posted on this website, eprojectguide.com are the property/copyright of their individual proprietors. They are for research reference/direction purposes and the works are publicly supported. Do not present another person’s work as your own to maintain a strategic distance from counterfeiting its results. Use it as a guide and not duplicate the work in exactly the same words (verbatim). eprojectguide.com is a vault of exploration works simply like academia.edu, researchgate.net, scribd.com, docsity.com, course hero, and numerous different stages where clients transfer works. The paid membership on eprojectguide.com is a method by which the site is kept up to help Open Education. In the event that you see your work posted here, and you need it to be eliminated/credited, it would be ideal if you call us on +2348064699975 or send us a mail along with the web address linked to the work, to eprojectguide@gmail.com. We will answer to and honor each solicitation. Kindly note notification it might take up to 24 – 48 hours to handle your solicitation.