TQM in the service sector

Mohanty, R.P.; Behera, Ajay Kumar

doi:10.1108/00438029610115479

Cited by 29 publications

(37 citation statements)

References 4 publications

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“…Although, in principle, this aspect should be considered during this transition. This concept will be incorporated in the lepton-pair interferometry and work in this line is in progress [38]. It is also straight forward to extend this analysis to LHC energies.…”

Section: Discussionmentioning

confidence: 99%

Two-photon correlation in anisotropic quark-gluon plasma

2014

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The only way to obtain the space-time structure of heavy ion collision is through the study of two-particle momentum correlations. Thus we have studied the intensity correlation for the photons at most central collision at RHIC energy having fixed transverse momentum of one of the photons (k1T = 2 GeV) to have an idea about the emission zone in presence of initial momentum space anisotropy. For the evolution in aQGP, the free streaming interpolating model with fixed initial condition has been used. Whereas for the space-time evolution for both the isotropic Quark Gluon Plasma (iQGP) and the hadronic phases, relativistic (1+2)d hydrodynamics model with cylindrical symmetry and boost invariance along longitudinal direction has been used. The variation of Bose-Einstein correlation function (BECF), C2, for two identical photons as a function of qout, q side and q long is evaluated. Our analysis is based on the sensitivity of the momentum space anisotropy on the correlation function and also on the extracted HBT radii from it. It is observed that the value of C2 as function of q's is reduced for anisotropic scenario compared to that of isotropic case for all the directions. As a result, the spatial dimension of the reaction zone increases due to the presence of momentum space anisotropy in the medium in all directions. PACS numbers: 25.75.+r,12.38.Mh

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Section: Discussionmentioning

confidence: 99%

Two-photon correlation in anisotropic quark-gluon plasma

2014

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“…Levitt (1981) suggested that the universal conceptualisation of the service quality construct may be futile, while others argue that service quality is either industry or context specific (Cronbach 1986, Babakus andBoller 1992). Despite the fact that service quality is not synonymous with customer service, Mohanty and Behara (1996) argued that customer service and customer relations are part of service quality. We observe that there is no clear-cut postulated theory for service quality, customer satisfaction and patronage intention; however, viewing customers as the future assets of the organisation (Mohanty and Yadav 1994) following four types of linkages ( Figure 2) can be visualized when the service provider is entirely represented by service quality , Prakash et al 2011b).…”

Section: Linkages Of Service Qualitymentioning

confidence: 94%

Understanding service quality

Prakash¹,

Mohanty

2012

Production Planning & Control

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The purpose of this paper is to capture varied perspectives of one of the important elements in the management of services known as service quality. This paper proposes that the current key focus for service academics should provide direction for planning, design and implementation framework to enhance the practical effectiveness of service quality. It deals with the fundamental concepts that underlie the subject of managing for service quality, and defines key terms and makes critical distinctions. It helps to identify the key processes through which service quality is to be managed. It does demonstrate that managing for service quality is a timeless concept, and it would further undergo frequent evolution in response to the endless emergence of changes and crises to be faced by human civilisation.

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“…TQM is not a destination, but a journey towards improvement of the process Hunt (1991). According to Mohanty and Lekhi (2002) [11] TQM is a programmatic long-term systems approach initiated and driven by the top management to bring about a total culture change to meet the dynamic needs of the customer and create a loyal and diversified customer base. According to Kanji et al (1999) [9] TQM is a process of continuously satisfying customer requirements at the lowest possible cost by harnessing the capabilities of everyone.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Kotler (1993) defines services as any kind of performance that one party can offer to another that is essentially intangible and does not results in the ownership of anything. As observed by Mohanty and Lekhi (2002) [11] there are four important characteristics of services i.e., intangibility, perishability, inseparability and heterogeneity. On the whole service sector integrates all the above components, involving a large number of staffs working with a definite purpose to satisfy different needs of the customers.…”

Section: Tqm In Service Sectormentioning

confidence: 99%

Total Quality Management in Service Sector: Case Study of Academic Libraries

Pradhan¹

2014

JBMS

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Quality normally focuses on fulfilling needs, and preferences of customers. Customer-driven quality product and service ensure to satisfy the requirements of customer beyond their expectations. As the organizations improve the quality standard of their product and services the customers' expectations change eventually. Keep this in mind, the fast growing organization anticipates the change and improves its quality product and services continuously. This aspect encourages widespread use of quality management tools, including cost of quality, process integrity, and various measurement techniques for the survival of the organization. Total Quality Management (TQM) acts as one of the powerful management tool which integrate both internal and external customer and able to provide quality services with limited resources. Present paper deals with TQM in academic libraries and aims to focus on how they can provide better quality products and services to stake holders. Since continuous change is occurring in the field of library and information services, academic libraries have to offer learning materials in all format, i.e. print (books and Journals, reports) as well as electronics medium(through digital networked information services). Attempt has been made in this paper to examine how academic libraries can able to provide quality services to their customers with limited resources by adopting quality management tool like TQM.

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TQM in the service sector

Cited by 29 publications

References 4 publications

Two-photon correlation in anisotropic quark-gluon plasma

Two-photon correlation in anisotropic quark-gluon plasma

Understanding service quality

Total Quality Management in Service Sector: Case Study of Academic Libraries

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