Some examples of the gap model of service quality are when a brochure is not a factual representation or when employers are not specific enough with their employees. This gap model of service quality, or SERVQUAL, is defined as the difference between the perceived service and the expected service.Continue Reading
In 1985 a group of authors, Parasuraman, Zeithaml and Berry, developed a service quality or GAP model. There are five different service GAPs that were identified by them.
A quality policy should emphasize how important the company feels about providing high-quality products or services to its customers, and it should state that the company has controls in place for the implementation, monitoring and maintenance of its quality objectives. The policy can also show how meeting high-quality standards will help the company meet its operational goals, such as increasing its customer base or decreasing customer complaints.Full Answer >
Matrix organizational structure is a method for constructing the reporting chain in a business that deviates from the standard linear model to intermix employees and managers from different departments. The structure can increase communication and productivity due to collaboration, but it may lead to some confusion among employees and may present financial or technical difficulties.Full Answer >
Some tips for a manager to motivate employees include serving as a role model, empowering employees, defining the employees' role in the company's mission and helping them create a plan for success. These motivations need daily practice and momentum forward.Full Answer >
Some examples of organizational problems include poor workforce productivity, interpersonal conflicts among employees, difficulty adjusting to change, disagreements on job duties, competition for departmental resources, poor processes, unclear accountability and poor systems for compensation and review. Many organizational problems cause conflict among the entire workforce, so it is especially important for management to resolve them.Full Answer >