Learning Goal: I’m working on a management case study and need an explanation and answer to help me learn.
This article discusses the different quality management tools such as Kaizen, Total Quality Management, Six Sigma used in the railway companies to improve the overall performance.
Read the article thoughtfully and answer the following questions:
Summaries the article using your own words. (03 Marks) (250 – 300 words)
According to the article, Total Service Management (Figure 1 – Transport Model) is a new adopted philosophy used in organizations to improve the quality levels. Discuss its efficiency as a quality management approach ( 03 Marks) (100 -150 words )
Model Leonard Berry is one of dynamic models used to measure the service’s quality in railway passenger transport. Demonstrate its dimensions with specific examples. ( 03 Marks) (100 -150 words )
Do you think that the dynamic models can help service companies to improve its customer’s satisfaction levels? Why? ( 03 Marks) (100 -150 words
To which extent do you think that the dynamic models is applicable in production industries? Explain, ( 03 Marks ) ( 150 – 200 words ) ALL ANSWERS MUST INCLUDE