Table of Contents
1.1 Identify stakeholder groups and their expectations for service delivery.
1.2 Assess the impact of poor service quality for the organization and stakeholders.
1.3 Explain how quality standards are set and monitored.
2.1 Analyze the concepts of quality and quality standards in relation to service delivery.
2.2 Evaluate approaches to quality management in service delivery.
2.3 Setting quality standards and monitoring them.
3.1 Analyze the concept of continuous improvement in service delivery.
3.2 Need for continuous improvement in services.
3.3 Explain how continuous improvement can be implemented.
Consumers are being more complicated nowadays and their demands are going to be more focused on the excellent performance of goods and services with the quickest response from the suppliers. In consequence, quality management has been an important operational priority to make sure of consumers’ satisfaction. Customer needs and expectations differ from reliability, the value of money, serviceability, durability, and performance. The assurance of quality will give the guarantee of purpose-driven goods and services meeting the customer’s wants and expectations. Quality can also become an as competitive advantage as well as a tool for improving the corporate image and branding of an organization.
1.1 Identify stakeholder groups and their expectations for service delivery
Those who are interested in the performance and decisions are taken and their evidence is called stakeholders of the healthcare system. In the healthcare system, patients are external customers. Nurses, doctors, therapists, pharmacists, technicians, and support staff, researchers, and social workers form the latter group. External stakeholders provide input to the system such as patients, suppliers, patients, and funding agencies. Internal customers are internal stakeholders. Key stakeholders are those who can pass laws such as health missions and block officers. Hospital governing bodies and NGOs are public stakeholders (Bower, 2005).
Our Recommended Resources:
Stakeholders of an organization have varying expectations and perceptions. However, perceptions depend on the quality of service delivered. If the perception of the customers is met, then they are satisfied, and vice versa. External customers want proper behavior, treatment, good service, and responsibility on part of the hospital authority, timeliness, safe environment, proper passing of information, etc. Internal stakeholders want roper remuneration and on time. Funding agencies want quick returns on their investments, suppliers want goods relationships with the system so that they can partner for a long time, health missions expect the system to abide by the rules laid down by the government and governing bodies of hospitals expect proper performance from the employees. If the system caters to all of these needs s of the stakeholders they will be able to satisfy the latter (Parasuraman, et al 1985).
In order to be aware of the expectations of the stakeholders, there has to be a strong and communicative management system that takes the burden of solving the problems. Differences in opinions can be mitigated by face-to-face conversations with the stakeholders. This way each side will learn about the requirements and problems of the other. Only discussing the barriers will never solve the problems, the barriers have to be addressed by implementing the solutions. The first thing to be done is to identify the issues and the people who are tied to them. Even after solutions are implemented, problems remain. For this, there has to be more research to understand the glitches of the system. Different issues such as political, communication, change management may come up. After this, the expectations of each category of stakeholders are to be addressed (Bower, 2005)……………