Professional preparation for service quality and organizational excellence

Abstract

Purpose

The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence.

Design/methodology/approach

Effectiveness, rather than academic principles, is the basis of methodologies for quality excellence.

Findings

The conventional approach to quality is rooted in manufacturing which has served its purpose, but is not necessarily effective in modern days.

Research limitations/implications

The work is not based on empirical data, but on the rationale behind quality management.

Practical implications

Reasoning of this paper would have important implications on the way education and training of future professionals are trained, especially those for quality of service.

Social implications

The concept of “customer satisfaction” must be viewed in a different context vis-à-vis the new realities of globalization and importance of service industries.

Originality/value

This is a subject that has not gained sufficient attention before, though the implications of education and training are far reaching.

Citation

Ngee Goh, T. (2014), "Professional preparation for service quality and organizational excellence", International Journal of Quality and Service Sciences, Vol. 6 No. 2/3, pp. 155-163. https://doi.org/10.1108/IJQSS-02-2014-0018