Open AccessCustomer Service Quality Management System
Author(s) -
Mikhail Yu. Dyakonov,
Aleksey Valeryevich Novikov,
Dia. Slabkaya,
Suzana L. Balova,
Vladimir Dmitriyevich Sekerin,
Anna Evgenievna Gorokhova
Publication year - 2019
Publication title -
international journal of innovative technology and exploring engineering
Language(s) - English
Resource type - Journals
ISSN - 2278-3075
DOI - 10.35940/ijitee.j9540.0881019
Subject(s) - process management , customer service assurance , service quality , business , knowledge management , service (business) , quality policy , digital firm , service design , service product management , quality (philosophy) , enterprise relationship management , human resource management , quality management system , service level objective , computer science , enterprise software , engineering management , quality management , customer advocacy , service delivery framework , marketing , engineering , philosophy , epistemology
A service enterprise is considered to be a complex set of material and technical, information, labor, financial and human resources, whose diversity involves the search for ways of rational combination and use them to ensure the achievement of the set goals of the enterprise. Service quality management is one of the types of management activities that arose as a result of the labor division and specialization of enterprise management functions. The aim of the study is to identify the possibilities of designing a Service Quality Management System at the enterprises of the restaurant industry meeting the requirements of ISO 9001.The article shows the relevance of solving the problem of modeling the customer service quality management system based on ISO standards in the enterprise of the restaurant business, as well as analyzes various theoretical approaches to understanding the essence of the service quality management system.To achieve the set goal, a structural and functional model of the customer service quality management system was developed, as well as a model of the staff quality management system.