Service Management

Business and Management

Focus of the Paper
In your Paper, identify and select a service organization you are familiar with (as an employee or customer). Once you have selected a service organization:

Describe the customer expectations and satisfaction for the service organization you have chosen and discuss the importance of achieving customer expectations and satisfaction with respect to this organization.
Propose and explain criteria for developing and evaluating strategies for change, such as a quality management initiative, in your selected service organization.
Illustrate the essentials of quality management and the techniques that are associated with it, including benchmarking and knowledge management, as they could apply in your selected service organization.
Analyze the anticipated impact on service organization culture that the quality management initiative would have on customers and employees.
Provide recommendations to your selected service organization that will enhance its organizational strategies to meet consumer demands.