Mt435 Unit 2 Assignment

Human Resource Management and Project Management

Jeremy Paulsen

Kaplan University

MT435: Operations Management

Dr. Childers

July 29, 2014

Human Resource Management and Project Management

Throughout this paper I will be discussing one aspect of quality management, one aspect of lean systems, and describing the importance of Deming’s research to the foundation of quality and what I could do now to implement the concepts that I selected to my own life and work. The aspect of quality management that I will be examining is dimensions of service quality. The dimensions of quality for a service differ somewhat from those of a manufactured product. Service quality is more directly related to time and the interaction between employees and the customer (Russell, 2013). Dimensions of service quality are broken down into seven main categories. These categories are timeliness, courtesy, consistency, accuracy, convenience, responsiveness, and completeness (Russell, 2013). The first category is time or timeliness; which to sum it up has to do with how long a customer would have to wait to get service and how long they would have to wait to get their product or service. The second category is completeness which means did the customer get everything that they asked for and that they wanted without flaws or damages. The third and fourth categories are courtesy and consistency. I feel should be tied together since they both have to do with customer service. They state how the customers are treated by the employees and if the same level of service is provided to every customer every time. In the fifth category it states how easy it was to get the service that you asked for, accessibility and convenience. Were employees available and were they able to help you when you needed it. The sixth category I feel kind of leads into the seventh by covering accuracy, making sure that the service that is provided is done correctly each and every time. This...