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10 Determinants & 13 Ground Rules that Improve Institutional Performance
Improving both the quality of service that your organization delivers along with the value of the employees that deliver the service are two crucial pillars in institutional performance. This discussion will focus on the application of the “10 Determinants of Service Quality” along with the “13 Ground Rules for Success in the Information Age” in managing an organization. The 10 Determinants will focus on the understanding of where the service quality “perception gap” arises and how management can address it. In a similar fashion, the 13 Ground Rules will provide the backdrop for what kind of employees we need to look for and develop.