Discussion ( 150 words and sources and References) ( this is wha.docx

Discussion ( 150 words and sources and References) ( this is
what need to be done)
Reflect on your research intentions and a variable which may be
potentially of interest to you. Please describe this variable and
how you may measure it (e.g., which sample will you approach).
Then explain whether you expect it to be normally distributed
and the logic for your assumption. If you expect a deviation
from normality, please explain how you may deal with it. You
may search external sources for addressing the last point.
The followings are the resources for the discussion.
NOTE FOR THIS Discussion
Discussion
Learning Outcomes
· Develop critical thinking regarding variables and their
distributions.
Module Overview
In this module we use the language and knowledge we acquired
in the previous module and start talking about basic statistical
measures, which allow us to understand the data we collect.
Before we run inferential analyses, we need to be able to
describe the data and understand its qualities. For these
purposes, we will discuss the concepts and applications of
frequency distribution, shapes of distributions, skewness and
kurtosis measures, and measures of central tendency (mean,
mode, median), measures of dispersion (standard deviation,
variance and range). We will then discuss when to use which
measure and emphasize the advantages of using well-validated
existing scales when they exist. Finally, we will discuss one of

the most important distributions in management research,
namely the normal distribution which is the basis for most
statistical techniques we will in this course and beyond. In this
context, we will also discuss z-scores, probability distribution
and percentiles.
Required Reading
On measures of central tendency:
1. Dietz, D., Barr, C. D., & Çetinkaya-Rundel, M. (2016).
OpenIntro statistics, 3rd ed.
(The textbook is available under a Creative Commons license.
Visit openintro.org for a free PDF, to download the textbook’s
sources, or for more information about the license.)
https://www.openintro.org/stat/textbook.php?stat_book=os
Chapters 2, 3, and 4.
2. http://www.rci.rutgers.edu/~japhill/ho3s04.pdf
3. Watch: http://www.youtube.com/watch?v=E4HAYd0QnRc
4. Watch: http://www.youtube.com/watch?v=RAekTsenqPI
On the Normal distribution
1. https://www3.nd.edu/~rwilliam/stats1/x21.pdf
2. http://www.youtube.com/watch?v=mai23vW8uFM
3. http://www.dummies.com/how-to/content/understanding-the-
statistical-properties-of-the-no.html

4. http://www.dummies.com/how-to/content/how-to-find-a-
percentile-for-a-normal-distribution.html
Optional Reading:
http://www.youtube.com/watch?v=uanvaJCYY_8
My Previous Disuccion) (I add to the instruction my previous
discussion in order to stay in the same direction in the field of
Business management and Organizational.)
HERE IS MY PRVIOUS MODULE DISCUSION FOR YOUR
KNOWLEDGE ( IF NEED FOR WHAT WAS).
What I do know when reflecting on my experience as a Chief
Executive Officer in my private firm, in most cases, starting and
running a business is a chance which requires courage and
awareness. It is clear to me that, owners of serious businesses
do official and non-official market research to make informed
business decisions. better research starts with a hypothesis, a
statement making a prediction based on a set of observations
(Siegel, 2011).
Possible hypothesis
Change of working hours will positively affect productivity of
employees
Testing the hypothesis
How will the increase in working hours change the productivity
by Z factor test? This will be done through statistical methods
Possible results
The increase in working works will possibly yield productivity.
It is believed that an increase in working hours with a constant
number of hours will increase a positive productive (Siegel,
2011).
Reference
Siegel, A. (2011). Practical Business Statistics. Burlington:
Elsevier Science.

Running head: SERVICE QUALITY IMPROVEMENT
1
SERVICE QUALITY IMPROVEMENT
2
Service Quality Improvement
Ryan Magana
BUS642 Business Research & Tools
Ashish Godbole
December 18, 2017
Background information
Quality management is considered as an essential aspect of an
organization that ensures consistency of services and
productions. This research investigates on how an organization
can develop and adopt processes to enhance its quality
management systems. These processes are cycles that an
organization can use to fix some of its shortcomings and reduce
the number of errors and risks in the organization’s operations.
The formulation of processes and procedure for a successful
quality improvement in an organization should consider five
significant sectors. They are; continuous improvement,
managerial involvement, customer satisfaction, measurability
and recording of quality, and organizational support.

The management dilemma
This research addresses how one can incorporate the best
practice to improve an organization’s operation and how it
relates to its employees and customers. Some of the processes
have described by different individuals and institutions, and
they have been practically proven to bring positive results
towards quality improvement. An example is the Shewhart
model of quality assurance; PDCA which means Plan, Do,
Check, and Act (Vasconcellos, 2004). Ultimately, the research
will address the different stages and phases in a company’s
quality management system and propose on the best practice to
enhance each of these stages.
Research questions and hypothesis
Research question: How can you improve the quality and
service of goods and services provided to consumers?
Hypothesis: By creating processes and procedures it will allow
for better over management of the company’s ability to produce
or service the customer.
Summary
ISO 9000:2000 is a quality management system which benefits a
company in improving the quality of products as well boost
employee performance (Evans, & Lindsay, 2008). This is a
basic tool for any company which wishes to develop its quality
management system. I believe that by using this tool, a company
can adequately examine the different processes and incorporate
some of the ISO 9000 approaches to correct the different
management and quality challenges.
References

Evans, J. & Lindsay, W. (2008). Managing for quality and
performance excellence. Mason, OH: Thomson/South-Western.
Vasconcellos, J. (2004). Quality assurance for the food
industry: a practical approach. Boca Raton, FL: CRC Press.
1
6
Ryan Magana
BUS 642 Business Research Methods & Tools
Ashish Godbole
January 8, 2018
Introduction
There is little if no doubt on the significance of service quality.
Service delivery is continuously. Providing the highest
customer service level and high quality products is imperative
to compete aggressively and successfully against corporations
promoting the same products or services. In the highly
competitive markets, customers are continuously expecting
excellent products and services from any company. This
research paper investigates how a company or business
enterprise can adopt and develop processes to enhance quality
management systems. The processes in the investigation are
cycles used by a company or an enterprise in enhancing its
weaknesses and limit the number of risks and errors in the
organization’s operations.
Research Question and Hypothesis

What can an organization or business enterprise do to improve
the quality of products and services offered to its customers?
Primarily, the research question focuses on the quality
management systems or processes that can be employed by an
organization to improve the quality of services and products
offered to the clientele. The focus is not only meeting the
expectations of the customers but also increasing market share
and keeping up with the competition. What systems should be
implemented or adopted to improve quality management?
Hypothesis: By investing in improved quality management
systems and processes, the company will not only improve the
services and products offered to the customers but also keep up
with increasing competition and increase its market share in the
fast-paced business environment.
Background Information
Quality management at its core is the enterprise philosophy that
advances the ideas that the long –term success and
sustainability of an organization comes from customer
satisfaction. According to Goetsch and Davis (2014), the
cornerstone of a quality organization is an effective system of
quality management. Effective quality management systems
should be rigorous systems and processes which are able to
continuously increase the quality and economic value of
products and services.
For any organization, Kim, Kumar and Kumar (2012) stress that
quality management systems work to enhance the experience of
the customers, which is essential in ensuring that customers are
retained and prospects attracted. According to Kim, Kumar and
Kumar (2012), the formation of processes for successful quality
improvement in an enterprise is focused on: continuous
improvement, managerial involvement, customer satisfaction,
measurability and recording of quality, and organizational
support.
The Management Dilemma

Most managers want their customers to get the best products or
services from their organizations. The dilemma is how to
improve the quality of products or services offered to their
customers and prospects without spending large sums of money
or spending a lot of time implementing quality management
systems. In this research paper, a lot of focus is put on how best
practice can be incorporated by managers in quality
management to improve the operations of an organization.
Apart from focusing on improved quality of products and
services, improvement of products and service must be
connected to the input of employees. The research paper will
evaluate how employees contribute to the process. An example
of quality management tools is the Shewhart model of quality
assurance; PDCA which means Plan, Do, Check, and Act
(Konieczka, & Namiesnik, 2016). Ultimately, the research will
address the different stages and phases in a company’s quality
management system and propose on the best practice to enhance
each of these stages.
Research Design and Sampling Data
In conducting the research, qualitative strategy will be used.
Primarily, the study will be using qualitative interviews to
gather valuable data that will be used both presenting the
findings of the study and interpreting the results for an
insightful report. The qualitative research strategy is used in the
research because it is very useful in gaining insight into a
theory, phenomenon or an issue. In this case, using the
qualitative study approach will help in gaining useful insights
into the quality management systems for improved product or
service delivery.
The qualitative research approach helps in building a narrative
about a phenomenon or issue, in this case, quality management
systems. According to Ritchie, Lewis, Nicholls and Ormston
(2013), the qualitative research strategy builds a strong
narrative about an issue and helps in understanding the reasons
behind the phenomenon being investigated. For data collection,

a stratified sample will be used (Ritchie, Lewis, Nicholls and
Ormston, 2013). Since the qualitative interview is for different
groups- employees, organizational managers and customers,
sales and administrative employees, a stratified sampling
strategy helps in achieving objective results.
Ethical Issues
There are ethical challenges or issues associated with
conducting research especially in the case of collecting primary
data from participants. Firstly, gaining IRB approval is key
because respondents will be involved in gathering data.
Secondly there is the issue of protecting the privacy and
confidentiality of respondents who give primary data for the
study. The personal information or details of the research
participants, say name, age, work designation and other details
cannot be disclosed in the survey. The respondents must be
assured a great deal of confidentiality and privacy in the manner
in which their data will be handled.
Thirdly, cultural competency is an important element in
selecting research participants. Both gender should be equally
represented in the study to ensure the gender bias is completely
dealt with (Ritchie, Lewis, Nicholls and Ormston 2013). Lastly,
the selection of the respondents will solely be based on the
ability and willingness to respond to the survey questions and
not on ethnic backgrounds or culture and therefore this
addresses the professional and ethical issues associated with
collecting primary data.
Summary
ISO 9000:2000 is a quality management system which benefits a
company in improving the quality of products as well boost
employee performance (Kim, Kumar, & Kumar, 2012). This is a
basic tool for any company which wishes to develop its quality
management system. I believe that by using this tool, a company
can adequately examine the different processes and incorporate

References
Goetsch, D. L., & Davis, S. B. (2014). Quality management for
organizational excellence. Upper Saddle River, NJ: Pearson.
Kim, D. Y., Kumar, V., & Kumar, U. (2012). Relationship
between quality management practices and innovation. Journal
of operations management, 30(4), 295-315.
Konieczka, P., & Namiesnik, J. (2016). Quality assurance and
quality control in the analytical chemical laboratory: a practical
approach. CRC Press.
Ritchie, J., Lewis, J., Nicholls, C. M., & Ormston, R. (Eds.).
(2013). Qualitative research practice: A guide for social science
students and researchers. Sage.
Running Head: Service Quality Improvement
1
7
Ryan Magana
Ashish Godbole
January 22, 2018
Introduction
There is an important role that service quality improvement
plays in the field of business.It provides an opportunity for the
management of proper sequence of business activities that

ensures free flow of such activities to keep businesses running.
Every business organization puts focus in satisfying the
demands of their potential customers in different ways with an
aim of keeping their loyalty. These different ways are generated
by the help of service quality improvement programs that are
mostly conducted and managed by the marketing department as
well as Public Relations. Therefore, for any business
organization, meeting the set objectives and goals, either long-
term or short term, has to go hand in hand with business
performance that is directly impacted by consumer’s taste and
preference. This will ensure that whatever is supplied to the
market will meet equal force of demand with sustainability that
can only be achieved by involving service quality improvement
program. This research paper provides detailed analysis on the
various ways through which service quality management can be
implemented by other business enterprises.
Many business organizations have policies related to quality
service provision that leads to business culture that is quality
oriented. Such business organizations believe that there is
importance in putting quality first before any other attribute of
a good business. In the current era, consumers are more
concerned about what levels of different ingredients or other
components are in the final product they are about to consume.
They do this to confirm whether the product meets the standards
they expect such that there health will not be compromised in
any way. The notion has been 100% healthy consumption. This
does not only involve food products alone but also other
products such as electronic devices like cell phones among
others. The consumption trend has been focusing in the
management of human health first before what the product can
do (Goetsch & Davis , 2014).
The above trend of consumption that has emerged in the current
era has changed the way in which business organizations
manage their production. This means that most of them have
been able to portray the fundamental importance of service

quality management. Therefore, many organization managers
are seeking the most appropriate ways through which a service
quality management program can be implemented in their
business organizations. This is what this research project
focuses on to be able to provide various business organizations
in different industries a universal solution to this
implementation. According to Goetsch & Davis, 2014,
formation of processes for successful quality improvement in an
enterprise is focused ensuring that there is continuous
improvement, proper management plan, satisfaction of
customers, proper quality determination means, and
organizational support.
Even though there is the determination of the fact that the
quality of services is a key determinant of the success of a
business organization, there is a reality that many business
managers still way quality with resultant costs that will be
incurred. Since many business organizations focus on
maximization of profit, they tend to fix their way to the top of
the management process by avoiding certain requirements that
will cost them. This is the beginning of the vulnerability of any
business organization in maintaining their pace towards
achieving success in a stiff competitive Industry. This research
paper focuses on the fact that there is need for different
business organizations to prioritize their quality service
provision not just to meet the legal standards but also to
maintain as well as gain consumer loyalty.
It is important to understand that improvement of service
quality is not only a duty for the manager but also equally the
duty of their employees. In fact, quality service management
should be incorporated as a means of prosperity to be able to
understand the evaluation of different components that form a
complete business environment. This is to say that quality
service management should be an organization’s culture rather

than objective or goal. This means that quality of services will
start to be considered right from the beginning of a production
process to the end of sales. This research will also put focus on
the contribution of employees towards achieving a competitive
quality service management programs for business
organizations. A good example of quality management tool that
will be employee oriented is the Shewhart model of quality
assurance; PDCA which means Plan, Do, Check, and Act.
Ultimately, the research will address the different stages and
phases in a company’s quality management system and propose
on the best practice to enhance each of these stages
(Vasconcellos, 2004).
Research Question
What appropriate quality measures can business organizations
put in place to meet their customers’ taste and preferences?
Hypothesis
Null hypothesis: Monitoring of quality standards as well as
customers’ taste and preference has no significant influence in
quality service improvement.
Alternative hypothesis: Monitoring of quality standards as well
as customers’ taste and preference has significant influence in
From the approach of the hypotheses above, it is clear that this
research project focuses on qualitative approach in analyzing
and interpreting data. The data acquisition in this case is done
through access to diary entries of potential sources as well as
conducting of interviews. Therefore the data sourcing here is
done from both primary data (interviews) as well as secondary
data (diary). Both of these data sources have an integrative
advantage to the consolidation of the findings and coming up
with an appropriate solution to the research question.

Qualitative research is important in this case because instead of
being more of a proof of fact oriented like quantitative research,
it focuses more on argumentative proof. Argumentative proof
provides more reasoning why the null hypothesis will be
rejected or fail to be rejected. This makes qualitative approach
more important; there is determination and comparison of facts
that allows the flow of information non-biased by just providing
the final decision.
To be able to compile a reasonable solution of this research
project, there is need to analyze the tests of hypotheses
statistically. This statistical analysis will relay the development
of the various relationships that are brought about among the
different parameters. This will justify the final value obtained
from the statistical analysis that will confirm whether the
comparison between the critical value and the tabulated value
of‘t’ in the t-table allows us to pick either null hypothesis or
alternative hypothesis. According to Kim, et al, 2012, the
Kart’s scale is best suitable for quantifying the response from
the study subjects.
Ethical Issues
Privacy and protecting respondents’ right is the most important
thing to consider before conducting a field research (Goetsch &
Davis , 2014). Since this research study requires both primary
and secondary data sources, ethical challenges are inevitable. In
the case of obtaining primary data through conducting
interviews, there will be need to acquire IRB approval. Another
concern is protecting the privacy and confidentiality of the
respondents who agree to participate in the interview. There is
critical information such as age, name, and working designation
among others that has to be kept and never disclosed during and
after the survey. This is assured by the researcher just before
the actual study begins. A final concern for this research is the
fact that selection and involvement of respondents in the study
will be done solely based on the willingness and ability of the
respondents to take part in the survey and respond to the
research questions provided in the interview session.

Summary
Any business organization has to generate the key concern for
the variability and development of quality service management
issues. As already outlined above, there are specific ways
through which any business organization can implement quality
service management programs. This research project focuses on
finding ‘universal’ measures through which all business
organizations can incorporate to sustain quality service
management programs. ISO 9000:2000 is a quality management
system that benefits a company in improving the quality of
products as well as boost employee performance. This is a basic
tool for any company which wishes to develop its quality
management system. There is belief that by using this tool
(among others suggested in this research paper), a company can
adequately examine the different processes and incorporate
management and quality challenges.References
Goetsch, L. D., & Davis , B. S. (2014). Quality management for
Kim, Y. D., Kumar, V., & Kumar, U. (2012). Relationship
Running Head: SERVICE QUALITY IMPROVEMENT
1
6
Ryan Magana

Ashish Godbole
January 15, 2018
Introduction
Service quality management plays critical roles in the
general management and the overall success of the business
organizations. Provision of customer-centered services is at the
heart of satisfaction of the business customers which has
positive impact on the profitability of the business enterprise.
Due to the current dynamics in the market demands, customers’
tastes and preferences form the basis under which the provision
of services should be anchored on. In other words, service
quality management aims at aligning the organization goals and
the satisfaction of the customers in the long-run profitability
and sustainability. Therefore, this research paper will discuss
how business enterprises can put in place measures that help in
the enhancement of quality management systems (Goetsch &
Davis , 2014).
Quality management is one of the most common organizational
philosophy that functions to promote the long-term success and
sustainability of an organization as a result of customer
satisfaction. This is only possible through the establishment of
effective quality management systems as well as processes
which are able to continuously improve the quality and
economic values of goods and services provided by the business
enterprise (Goetsch & Davis , 2014).
Additionally, the quality management also significantly
improve customer experience as far as the provision of goods
and services are concerned. This is particularly important in

maintaining brand loyalty. Similarly, the improvement of
customer experience also helps in countering the impact of stiff
competition from the rival firms. Normally, the formation of
processes for successful quality improvement in an enterprise is
focused on: continuous improvement, managerial involvement,
customer satisfaction, measurability and recording of quality,
and organizational support (Goetsch & Davis , 2014).
The most common form of ethical dilemma facing the
management of most business enterprises; is the decision to
choose between provision of high quality goods and services
and the incurring increased spending on quality improvements.
There has been constant challenge resulting from spending more
on quality improvement such as liquidity crisis faced by the
business organization. In this research paper, a lot of emphasis
will be placed on how best practice can be incorporated by
managers in quality management to improve the operations of
an organization (Goetsch & Davis , 2014).
Furthermore, other thanfocusing on improved quality of
products and services, improvement of products and service
must be connected to the input of employees. The research
paper will evaluate how employees contribute to the process.
An example of quality management tools is the Shewhart model
of quality assurance; PDCA which means Plan, Do, Check, and
Act. Ultimately, the research will address the different stages
and phases in a company’s quality management system and
propose on the best practice to enhance each of these stages
Research Question
1. What management measures should business organizations
put in place to improve the quality of goods and services they
provide to their customers?
Hypothesis
H0: The creation of management processes and procedures will
significantly improve the quality of goods and services provided

by the business enterprises to their customers.
H1: The creation of management processes and procedures will
not significantly improve the quality of goods and services
provided by the business enterprises to their customers
The research used qualitative method approach. This approach
is participant friendly thus yields much in terms of research
expectations. The research uses of interviews and diary entries.
This was helpful in capturing raw data from the customers for
purposes of conducting the scientific study research.
Additionally, the qualitative approach is most appropriate in
gaining of valuable insight into a theory, phenomenon or any
other aspects of the research. Using the qualitative study
approach will help in gaining useful insights into the quality
management systems for improved product or service delivery.
Since the qualitative interview is for different groups-
employees, organizational managers and customers, sales and
administrative employees, a stratified sampling strategy helps in
achieving objective results. Testing of the hypotheses will be
done thorough statistical approach based on the established
relationships between different study parameters. The lie Kart’s
scale will be used to quantify the response from the study
subjects (Kim, Kumar, & Kumar, 2012).
Ethical Issues
There are ethical challenges or issues associated with
conducting research especially in the case of collecting primary
data from participants. Firstly, gaining IRB approval is key
because respondents will be involved in gathering data.
Secondly there is the issue of protecting the privacy and
confidentiality of respondents who give primary data for the
study. The personal information or details of the research
participants, say name, age, work designation and other details
cannot be disclosed in the survey. The respondents must be
assured a great deal of confidentiality and privacy in the manner

in which their data will be handled.
Thirdly, cultural competency is an important element in
selecting research participants. Both gender should be equally
represented in the study to ensure the gender bias is completely
dealt with. Lastly, the selection of the respondents will solely
be based on the ability and willingness to respond to the survey
questions and not on ethnic backgrounds or culture and
therefore this addresses the professional and ethical issues
associated with collecting primary data (Goetsch & Davis ,
2014).
Summary
ISO 9000:2000 is a quality management system which
benefits a company in improving the quality of products as well
boost employee performance. This is a basic tool for any
company which wishes to develop its quality management
system. I believe that by using this tool, a company can
References

1
9
Ryan Magana
BUS620 Business Research Method & Tools
Ashish Godbole
January 29, 2018
Introduction
There is an important role that service quality improvement
plays in the field of business.It provides an opportunity for the
management of proper sequence of business activities that
ensures free flow of such activities to keep businesses running.
Every business organization puts focus in satisfying the
demands of their potential customers in different ways with an
aim of keeping their loyalty. These different ways are generated
by the help of service quality improvement programs that are
mostly conducted and managed by the marketing department as
well as Public Relations. Therefore, for any business
organization, meeting the set objectives and goals, either long-
term or short term, has to go hand in hand with business
performance that is directly impacted by consumer’s taste and
preference. This will ensure that whatever is supplied to the
market will meet equal force of demand with sustainability that
can only be achieved by involving service quality improvement
program. This research paper provides detailed analysis on the
various ways through which service quality management can be
implemented by other business enterprises.

Many business organizations have policies related to quality
service provision that leads to business culture that is quality
oriented. Such business organizations believe that there is
importance in putting quality first before any other attribute of
a good business. In the current era, consumers are more
concerned about what levels of different ingredients or other
components are in the final product they are about to consume.
They do this to confirm whether the product meets the standards
they expect such that there health will not be compromised in
any way. The notion has been 100% healthy consumption. This
does not only involve food products alone but also other
products such as electronic devices like cell phones among
others. The consumption trend has been focusing in the
management of human health first before what the product can
do (Goetsch & Davis , 2014).
The above trend of consumption that has emerged in the current
era has changed the way in which business organizations
manage their production. This means that most of them have
been able to portray the fundamental importance of service
quality management. Therefore, many organization managers
are seeking the most appropriate ways through which a service
quality management program can be implemented in their
business organizations. This is what this research project
focuses on to be able to provide various business organizations
in different industries a universal solution to this
implementation. According to Goetsch & Davis, 2014,
formation of processes for successful quality improvement in an
enterprise is focused ensuring that there is continuous
improvement, proper management plan, satisfaction of
customers, proper quality determination means, and
organizational support.
Even though there is the determination of the fact that the

quality of services is a key determinant of the success of a
business organization, there is a reality that many business
managers still way quality with resultant costs that will be
incurred. Since many business organizations focus on
maximization of profit, they tend to fix their way to the top of
the management process by avoiding certain requirements that
will cost them. This is the beginning of the vulnerability of any
business organization in maintaining their pace towards
achieving success in a stiff competitive Industry. This research
paper focuses on the fact that there is need for different
business organizations to prioritize their quality service
provision not just to meet the legal standards but also to
maintain as well as gain consumer loyalty.
It is important to understand that improvement of service
quality is not only a duty for the manager but also equally the
duty of their employees. In fact, quality service management
should be incorporated as a means of prosperity to be able to
understand the evaluation of different components that form a
complete business environment. This is to say that quality
service management should be an organization’s culture rather
than objective or goal. This means that quality of services will
start to be considered right from the beginning of a production
process to the end of sales. This research will also put focus on
the contribution of employees towards achieving a competitive
quality service management programs for business
organizations. A good example of quality management tool that
will be employee oriented is the Shewhart model of quality
assurance; PDCA which means Plan, Do, Check, and Act.
Ultimately, the research will address the different stages and
phases in a company’s quality management system and propose
on the best practice to enhance each of these stages
Research Question

What appropriate quality measures can business organizations
put in place to meet their customers’ taste and preferences?
Hypothesis
Null hypothesis: Monitoring of quality standards as well as
customers’ taste and preference has no significant influence in
Alternative hypothesis: Monitoring of quality standards as well
as customers’ taste and preference has significant influence in
From the approach of the hypotheses above, it is clear that this
research project focuses on qualitative approach in analyzing
and interpreting data. The data acquisition in this case is done
through access to diary entries of potential sources as well as
conducting of interviews. Therefore the data sourcing here is
done from both primary data (interviews) as well as secondary
data (diary). Both of these data sources have an integrative
advantage to the consolidation of the findings and coming up
with an appropriate solution to the research question.
Qualitative research is important in this case because instead of
being more of a proof of fact oriented like quantitative research,
it focuses more on argumentative proof. Argumentative proof
provides more reasoning why the null hypothesis will be
rejected or fail to be rejected. This makes qualitative approach
more important; there is determination and comparison of facts
that allows the flow of information non-biased by just providing
the final decision.
To be able to compile a reasonable solution of this research
project, there is need to analyze the tests of hypotheses
statistically. This statistical analysis will relay the development
of the various relationships that are brought about among the
different parameters. This will justify the final value obtained
from the statistical analysis that will confirm whether the

comparison between the critical value and the tabulated value
of‘t’ in the t-table allows us to pick either null hypothesis or
alternative hypothesis. According to Kim, et al, 2012, the
Kart’s scale is best suitable for quantifying the response from
the study subjects.
Ethical Issues
Privacy and protecting respondents’ right is the most important
thing to consider before conducting a field research (Goetsch &
Davis , 2014). Since this research study requires both primary
and secondary data sources, ethical challenges are inevitable. In
the case of obtaining primary data through conducting
interviews, there will be need to acquire IRB approval. Another
concern is protecting the privacy and confidentiality of the
respondents who agree to participate in the interview. There is
critical information such as age, name, and working designation
among others that has to be kept and never disclosed during and
after the survey. This is assured by the researcher just before
the actual study begins. A final concern for this research is the
fact that selection and involvement of respondents in the study
will be done solely based on the willingness and ability of the
respondents to take part in the survey and respond to the
research questions provided in the interview session.
Secondary Data Plan
In the event, the research would not have managed to cover
most of the data collection that is required for the work to kick
a secondary data plan would come into use. The data plan would
help us to come to conclusions quickly from the data that we
would have collected. The plan consists of using data from that
has already been used. The information that has been collected
by the organization during its yearly review can be used to
come up with the same conclusions if interpreted well.
Measurements Scale
They are several measurements scales that are always used in
the data analysis and collections. The scales are ordinal,
nominal, ratio and interval. With the type of data that we are

expecting to collect it would be hard for us to be able to utilize
nominal, ratio and interval data type. The kind of measurement
scale that would be used in this research would, therefore, be
the ordinal scale.
The ordinal scale fits well with the type of data that would be
collected. Since we would be collecting data based on the
satisfaction of clients. The data would be mostly open-ended
and can not be classified as either ratio or interval. The ordinal
scale would help in getting the accurate results that we would
be looking for giving us the most important answers for data
interpretation. It has a higher range of significance, and it does
not limit the collection of data since open-ended questions can
be used.
Data Analysis.
After collection of data, the data would be analyzed through the
use of a statistical software program SPSS. This would help us
in coming up with a suitable interpretation of the data. Several
statistical tests would be implemented to be thorough and make
sure that everything is running smoothly as it is supposed to be.
Pearson correlation and regression are the methods that will be
used to work out the data. The correlation would be testing on
how the data is related and to what extent with the research
topic (Norušis, 2006). It would be a basis for the interpretation
of the data. It would be able to identify how the quality of
goods and services are related to what happens in the
organization, such as unsatisfied and under-motivated
employees.
Regression, on the other hand, would help in coming up with
meaningful ways to improve the quality of service. It shows
variations when different type of variables are changed (Beck,
1995). Thus, we would know what variations we could change
to be able to have a variation in the quality of goods and
services. We would also be able to know which type of
variations are needed. It helps in testing theories in the paper
which when applied give out the required results.
To be able to come up with an optimal solution and maximize

profits correlation and regression would be the tool at use.
Maximizing profits would mean that the operating costs would
be minimized. Also, some process and stages would be changed
for the better. The management would also be able to know
what to do in case of a different situation if it arises in future.
Data representation
After analysis of data, the data must be represented in a way
which would be easier to read and comprehend what it means.
Data well represented is a data well interpreted. It is a crucial
step in every research process. It gives an individual a clue of
what is going on. Data representation takes the mind away from
the hard work of interpreting data all by itself and figuring out
the conclusions. Data would be represented in the form of
graphs and charts that are easy to read and interpret. The graphs
and chart would be followed up by the required keys, and
different colors and representation would also be used.
Summary
Any business organization has to generate the key concern for
the variability and development of quality service management
issues. As already outlined above, there are specific ways
through which any business organization can implement quality
service management programs. This research project focuses on
finding ‘universal’ measures through which all business
organizations can incorporate to sustain quality service
management programs. ISO 9000:2000 is a quality management
system that benefits a company in improving the quality of
products as well as boost employee performance. This is a basic
tool for any company which wishes to develop its quality
management system. There is belief that by using this tool
(among others suggested in this research paper), a company can
management and quality challenges.References
Beck, M. (1995). Data analysis : an introduction. Thousand
Oaks, Calif: Sage Publications.

Norušis, M. J. (2006). SPSS 14.0 guide to data analysis. Upper
Saddle River, NJ: Prentice Hall.

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