– The purpose of this article is to examine some of the considerations in the preparation of professionals 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.