TY - GEN
T1 - Enhancing Service Quality
T2 - 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023
AU - Mncube, A. S.
AU - Sukdeo, N.
AU - Mukwakungu, S. C.
AU - Mbohwa, C.
N1 - Publisher Copyright:
© 2023 IEEE.
PY - 2023
Y1 - 2023
N2 - This paper examines key factors for effective Total Quality Management (TQM) implementation in service industries and investigates the resulting benefits. Utilizing a mixed-methods approach, data were collected via questionnaires and interviews with top management, supervisors, employees, and customers of a South African service company. Results show that most TQM principles were practiced in the organization, but full benefits were not realized due to limited top management commitment and low staff awareness of TQM principles. Recommendations include consistent customer feedback collection, clear communication of short- and long-term objectives to employees, and provision of necessary training resources. Implementing these suggestions will enable the company and other organizations (both service and manufacturing) to fully benefit from TQM and maintain a competitive edge in the market.
AB - This paper examines key factors for effective Total Quality Management (TQM) implementation in service industries and investigates the resulting benefits. Utilizing a mixed-methods approach, data were collected via questionnaires and interviews with top management, supervisors, employees, and customers of a South African service company. Results show that most TQM principles were practiced in the organization, but full benefits were not realized due to limited top management commitment and low staff awareness of TQM principles. Recommendations include consistent customer feedback collection, clear communication of short- and long-term objectives to employees, and provision of necessary training resources. Implementing these suggestions will enable the company and other organizations (both service and manufacturing) to fully benefit from TQM and maintain a competitive edge in the market.
KW - Customer satisfaction
KW - Service Quality
KW - Service industry
KW - Total Quality Management
UR - http://www.scopus.com/inward/record.url?scp=85186077950&partnerID=8YFLogxK
U2 - 10.1109/IEEM58616.2023.10406330
DO - 10.1109/IEEM58616.2023.10406330
M3 - Conference contribution
AN - SCOPUS:85186077950
T3 - 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023
SP - 1768
EP - 1772
BT - 2023 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2023
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 18 December 2023 through 21 December 2023
ER -