Name: Managing Service Quality
Year: 2009
Title: Does ISO 9000 certification affect consumer perceptions of the service provider?
Author: Laura Martı´nez Caro and Jose Antonio Martı´nez Garcı´a
PURPOSE
The purpose of this paper is to examine the perception of the customer regarding the service provider that has ISO 9000 certification where it focuses on three aspects such as corporate image, quality and the satisfaction.
PROBLEMS HIGHLIGHTED IN THE STUDY
Recording to this research paper, there have been several journals has been publishing the cases related to the ISO 9000 certification. However, the research issue related to the effects of the ISO 9000 certification by ISO 9000 firms based on customer perspective is still lacking. There are some of the studies related to the effect of ISO 9000 certification where focuses on customer attitude. Unfortunately, that study tends to observe the issue from the expert and manager's opinion rather than customer opinion.
AIM OF THE STUDY
The aim of this study is to determine whether sustainable advantages able to be the delivered through a specific organizational practices, even though other firms can also adopt the same practices.
TARGET RESPONDENTS
The target respondents in this research is 204 Spanish people who are insurance customer. The location for the research sample conducted is located in the geographical area of Murcia in the southeastern region of Spain. All the data were collected from the business and marketing students through interview and questionnaire.
BENEFIT OF ISO 9000
According to this journal, there list several benefits that will retrieve from the previous research such as it able to improve the company internal process, able to reduce cost of the...
... middle of paper ...
...clusion, this study has validated that the quality-management system implementation can lead to calculable improvements in consumer attitudes that can be characterized by significant growth and increasing competition. Therefore, the Insurance companies should consider implementing this valuable management tool in order to improve customer perception of their services.
Works Cited
Benner, M. J., & Veloso, F. M. (2008). ISO 9000 practices and financial performance: A technology coherence perspective. Journal of Operations Management, 26 (5), 611-629.
Caro, L. M., & García, J. A. M. (2009). Does ISO 9000 certification affect consumer perceptions of the service provider?. Managing Service Quality, 19 (2), 140-161.
Sroufe, R., & Curkovic, S. (2008). An examination of ISO 9000: 2000 and supply chain quality assurance. Journal of Operations Management, 26 (4), 503-520.
ISO 9001 is a quality management standard that helps a company or an organisation to continually monitor quality across all operations. As an internationally recognised quality standard, it outlines ways to achieve, as well as
Ebert Ronald J and Griffin Ricky W. (2011). Operations Management and Quality (8th edition) Business Essentials.(pp.128-132), Boston [Mass];London: Pearson.
Abstract Pick any organization you are familiar with and analyze its competitive advantages. Being specific, how did you determine the type of advantage? Has this advantage changed over time? If so, how? If not, what keeps the environment static?
Within the last thirty years, the scope of Operations Management has shifted quite a bit. This shift began to take on more of a quality focused approach (Heyl, 2011, pg.18). Manufacturers had gone through the years of development, and had insight on what they could do to operate cost effectively. With some new technologies/systems developing like the Electronic Data interchange (a standard format for exchanging business data...
In the mid 1980s, and into the 1990s, business leaders realized that a renewed focus on quality was required to continue to compete in an expanding global market. (NIST, 2010) Consequently, several strategic frameworks were developed for managing, and measuring organizational performance. Among them were the Malcomb Baldrige National Quality Award, which was created by and act of congress and signed into law by the President in 1987, and The Balanced Scorecard, which is a performance management tool that was born out of research conducted in the late 1980s and early 1990s by Robert S. Kaplan, and David P. Norton published in 1996 (Kaplan, 1996). Initially the renewed emphasis on quality management systems was a reaction to the LEAN approach
The purpose of this research is to evaluate potential of TQM for improving the effectiveness and efficiency of supply inspections.
The focus group required by the management of Prestige Inc. will set back the opening date by almost 2 weeks. Management´s analysis for this research approved the setback, because it will benefit the company in the long run. The differentiator and the resulting satisfaction of the customer´s need translate into positive reputation. The reputation influences the attraction of new customers and supports the high quality customer service of Prestige Inc. “Businesses also need this kind of unique selling proposition (USP) to stand out from the crowd. It 's a way to lure prospective customers in your door and away from competitors.” (Sugars, 2008). The conducted research will identify the differentiator, in other words the market gap. Higher quality in customer service will be a result, since the employee´s understand the desired needs of the customer. This research has the potential to help the business in the long run, which reimburses the late start of the
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
The series of ISO 9000 quality management guidelines are based on eight quality management principles and are defined in ISO 9000:201
Quality improvements in IT delivery and service support can be improved by measuring and tracking user satisfaction, integration and flexibility early on in the decision process and reinforcing them throughout the review process. Adhering to quality management best practices means ensuring that quality standards are strictly enforced and entrenched into the organization’s philosophy. Even though Total Quality Management (TQM) has been replaced by other quality methodologies in many cases, organizations that have taken the long arduous journey to properly implement TQM benefited from it immensely [1]. While TQM may be perceived by many employees as just another passing fad that will soon fall by the wayside, the environmental conditions that exist within the organization will determine if TQM can be successfully implemented and take root.
A sustainable competitive advantage is making your company have a unique value position, in a competitive environment, while defending the supported proposition. These advantages need to be constantly updated in order that the competitors remain on the back foot. Unable to keep abreast of the shifting advantages and the difficulty to imitate or implement changes that take place. Such properties of sustainable competitive advantages that can be changed, include;
A service encounter is defined as a moment when a customer interacts with a service or product for the first time. It is the customer’s actual interaction with a service company. It is identified as a key component of the current agenda for service marketers. More than half of the world’s multinational corporations employ in providing services, thus the scrutiny of service encounters is becoming increasingly significant. Research evidence indicates that customers generally compare their expectations with the performance of service industries and they are influenced by the quality of service they receive. The scope of this essay is to discuss about the view that customers don’t buy products they focus on solutions and also about the consumer’s behaviour pattern regarding services provided. Further, it will be noted how businesses are trying to improve the service quality to attract customers leading to an increase in the economic competitiveness.
It is known as ISO 9000 family and the ISO 9001 is the one which is concerned about the requirement of the QMS. Of course, that creates the needs for understanding these standards in order to get the certificate from the organization which is authorized by the ISO. That also creates the need for the training which is very important for companies to implement the QMS. The standards have been developed the course of the quality history from needing a quality control to a quality assurance. Basically, implementing a Quality Management System is important for companies to succeed in today’s market, and will enhance customer satisfaction, and improve internal process. It becomes more and more a necessity for international companies because it saves a lot of money in one hand and time in the other. Nevertheless, implementing such system requires an effort, training, and using consultant companies to ease the establishment of the system and to get the certificate eventually.
Organizations rely on customers it is imperative that their needs are understood and expectations met. One way of ensuring customer loyalty is to line organizational goals with customer needs. A principle of customer focus is the management of customer relations through assessing their satisfaction and acting on results systematically. Leadership’s goal is to communicate their requirements throughout the company. Top management should create clear objectives, purpose and unity. ISO 9001 establishes standards for continual improvement through the management of processes, effective analysis based decisions, incorporating involvement from all level of an organization, and understanding customer needs. ISO 9000 enhances trust and standards among suppliers and customers worldwide.
Vora, M,K, (2013) "Business excellence through sustainable change management", The TQM Journal, Vol. 25 Iss: 6, pp.625 – 640, Emerald, [Accessed 31st January 2014]