Quality in Service Organisations (Organisational Management) Essay

Quality in Service Organisations (Organisational Management) - Essay Example It is based on the total experience of the customer with the organization including all levels and categories of staff and its systems. It is based on the customer’s perceptions of the organizational values, briefs and guiding principles. In case of products, it involves not only meeting the customer needs but also a commitment to make the customer successful in his field of operations and give him a feeling of joy and happiness in dealing with the supplier. For internal customers, it provides for satisfaction between departments based on the agreement on coordinated measures to be taken for up gradation f quality. In short, it focuses on all functions and emphasis that total quality is a company wide effort to improve all departments. What did not seem obvious in first instance, is that quality is not always about big improvements. It is the focus on little things that matter in service. Elephants don’t bite; it is the black flies that get us (Ahluwalia, 2003). Chickeeduck was established in 1990. The company at its inception recognized the need for quality children’s wear at a reasonable price and set about to fill that niche in the market. Chickeeduck markets a full range of children’s wear and accessories catering for new born babies, toddlers and children up to 14 years old, covering such items as basic t-shirts, sweaters, outerwear, underwear, gloves, bibs, baby blankets and baby sleeping bags ( Chickeeduck, PDF). Chickeeduck is Hong Kong’s biggest independent children’s retailer operating 25 shops in the most prestigious shopping malls in triple A locations. Chickeeduck has a long association with regional centres having operated outlets in Singapore and Indonesia for some years. More recently the company has expanded both through its own outlets and franchises into Korea, Saudi Arabia, Macau and potentially its biggest market China, increasing its total number