Running Head: SERVICE QUALITY IMPROVEMENT 1 Service Quality Improvement Ryan Magana BUS 642 Business Research Methods & Tools Ashish Godbole January 15, 2018 - 1 - [no notes on this page] SERVICE QUALITY IMPROVEMENT 2 Service Quality Improvement 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). Background Information 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, - 2 - [no notes on this page] SERVICE QUALITY IMPROVEMENT 3 managerial involvement, customer satisfaction, measurability and recording of quality, and organizational support (Goetsch & Davis , 2014). The Management Dilemma 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 cr ...

1. Running Head: SERVICE QUALITY IMPROVEMENT
1
Service Quality Improvement
Ryan Magana
BUS 642 Business Research Methods & Tools
Ashish Godbole
January 15, 2018
- 1 -
[no notes on this page]
SERVICE QUALITY IMPROVEMENT
2
Service Quality Improvement
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

2. 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).
Background Information
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).

3. 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,
- 2 -
[no notes on this page]
SERVICE QUALITY IMPROVEMENT
3
managerial involvement, customer satisfaction, measurability
and recording of quality, and
organizational support (Goetsch & Davis , 2014).
The Management Dilemma
The most common form of ethical dilemma facing the
management of most business
enterprises; is the decision to choose between provision of high

4. 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 than 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.
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).

5. 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
- 3 -
[no notes on this page]
SERVICE QUALITY IMPROVEMENT
4
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
Research Design and Sampling Data
The research used qualitative method approach. This approach
is participant friendly thus
yields much in terms of research expectations. The research

6. 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

7. 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
- 4 -
[no notes on this page]
SERVICE QUALITY IMPROVEMENT
5
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

8. 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 adequately examine the different processes and
incorporate some of the ISO 9000
approaches to correct the different management and quality
challenges.
- 5 -
[no notes on this page]
SERVICE QUALITY IMPROVEMENT
6
References

9. Goetsch, L. D., & Davis , B. S. (2014). Quality
management for organizational excellence.
Upper Saddle River, NJ: Pearson.
Kim, Y. D., Kumar, V., & Kumar, U. (2012). Relationship
between quality management
practices and innovation. Journal of operations management,
30(4), 295-315.
Vasconcellos, J. (2004). Quality assurance for the food
industry: a practical approach. Boca
Raton, FL: CRC Press.
- 6 -
[no notes on this page]
Running Head: SERVICE QUALITY IMPROVEMENT
1
SERVICE QUALITY IMPROVEMENT
6
Service Quality Improvement
Ryan Magana
BUS 642 Business Research Methods & Tools
Ashish Godbole
January 15, 2018
Service Quality Improvement
Introduction

10. 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).
Background Information
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).

11. The Management Dilemma
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
(Vasconcellos, 2004).
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
Research Design and Sampling Data
The research used qualitative method approach. This approach
is participant friendly thus yields much in terms of research

12. 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

13. 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
adequately examine the different processes and incorporate
some of the ISO 9000 approaches to correct the different
management and quality challenges.
References
Goetsch, L. D., & Davis , B. S. (2014). Quality management for
organizational excellence. Upper Saddle River, NJ: Pearson.
Kim, Y. D., Kumar, V., & Kumar, U. (2012). Relationship
between quality management practices and innovation. Journal
of operations management, 30(4), 295-315.
Vasconcellos, J. (2004). Quality assurance for the food
industry: a practical approach. Boca Raton, FL: CRC Press.
Running head: SERVICE QUALITY IMPROVEMENT
1
SERVICE QUALITY IMPROVEMENT
6
Service Quality Improvement
Ryan Magana
BUS 642 Business Research Methods & Tools
Ashish Godbole

14. 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

15. 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

16. 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

17. 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
some of the ISO 9000 approaches to correct the different
management and quality challenges.
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.

18. Running head: SERVICE QUALITY IMPROVEMENT
1
SERVICE QUALITY IMPROVEMENT
2
Service Quality Improvement
Ryan Magana
BUS642 Business Research & Tools
Ashish Godbole
December 18, 2017
Service Quality Improvement
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

19. 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

20. 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.