Service Quality Improvement Essay Example | Topics and Well Written Essays - 2250 words

Service Quality Improvement - Essay Example According to Sheth & Kellstadt (1992), a normative model of service quality improvement is built on the concept of continuous improvement. The company that I have been working in has been using this kind of approach to address its issues of quality improvement. This is because the key objective of the company is to achieve sustained improvements in its services delivery. Therefore, throughout my career, I have had an opportunity to experience a situation in which this model was applied. Moreover, I have been able to experience some of the benefits of this kind of a model when used to improve service quality as well as some of its shortfalls. This benefits and shorts could form a very good basis for my evaluation in this paper. Normative model of service improvement is divided into stages. The stages include management commitment, employee commitment and participation, employee education and training, communication, assessment and modification, outcomes and targets, and integration (H ernon & Whitman, 2001). These stages are interconnected in an intertwined manner. This means that a stage does not necessarily result to its next stage. However, each stage is independent of the other. The company that I am working in has been undertaking almost all the above stages in its approach to service quality improvement. Some of these stages in service quality improvement have been very conspicuous. This makes them to be easy to identify even to the people who are not top managers. However, some are inconspicuous thus can only be identified by top managers. Sheth & Kellstadt (1992) also identifies this approach of service quality improvement as both multi-disciplinary and requires individuals with different functions in the company. This is because it requires efforts of managers belonging to different disciplines. Moreover, it involves employees with varying roles in the company. In the company I work with, service quality work has not been the work of the marketing department only. In every case that the company has attempted to improve its quality of service, all the departments have been required to play almost equal roles. This is because the company believed that improvement in quality of its services could only come from an improvement in the effectiveness of every department in the company. Benefits of the model to service quality improvements The most essential component of any organization is its management since it controls all the decisions made in the organization in its various operation stages. Use of a normative model for service quality improvement by the organization I work with has enhanced the participation and commitment of the management team to the process of improving quality of services. This is because it has been requiring every manager to show his commitment to the process. Moreover,

The long term effects of drug abuse on the unborn fetus of a pregnant Dissertation

The long term effects of drug abuse on the unborn fetus of a pregnant mother - Dissertation Example It is believed that drug abuse by pregnant mothers causes maladaptive behaviors stemming from Axis II diagnosis including (but not limited to) bipolar disorders, borderline personality disorders, schizophrenia, conduct disorders, antisocial and learning disorders. Introduction Substance abuse is linked to a number of different physical and mental defects in the offspring of abusers. A large volume of research exists on the phenomenon and its various dimensions. The physical and mental disabilities endowed to the fetus of substance abusers are complex and have thus been categorized into various systems for closer examination. This research will largely be concerned with a systematic study of long term effects on the fetuses of substance abusers based on Axis II diagnosis alone. A large amount of rich material both of a qualitative and quantitative nature exists for the current research area. The current research will rely on the examination of existing literature since it has both qua ntitative findings and quantitative findings. This will allow the current research to utilize qualitative methods in order to derive qualitative findings that are supported by quantitative results. The current research could have been geared for a pure mixed methods research but the shortage of time and resources precludes any such methods. In order to investigate fetuses that are born from substance abusing mothers, a large sample set and an adequate amount of time is required. The typical time required for such research would be at least a few years since the born child would only display Axis II disorders when they reach their early learning years. However, the shortage of time and the lack of access to a large sample set ready to participate in quantitative research require that the current research be geared towards qualitative methods alone. As mentioned before, the provision of both qualitative and quantitative results also supports the contention that a comprehensive literat ure review would suffice for the current research. Background to Drug Abuse during Pregnancy Drug abuse refers to the consumption of drugs without direct medical advice or supervision. It is widely believed that drug abuse relates to the recreational abuse of mood altering substances but the use of any drugs for performance enhancement is also essentially drug abuse. Based on this classification, drug abuse involves drugs that are mood altering, performance enhancing as well as psychoactive in character. The use of any forms of drugs, whether legal or illegal, is considered as drug abuse as long as there is no medical justification for their use (Ksir & Ray, 2002). Another major feature of drug abuse is the dependence created by drug use. Drug abusers or substance abusers require continuous consumption of the subject drug in order to satisfy their body’s urges. The number of drugs being abused around the world is too large to be discussed within the framework of this research alone. However, the most common feature displayed by all used drugs is the tendency of the user to rely excessively on the subject drug for mood altering or performance enhancement purposes (Barrett, Meisner, & Stewart, 2008). The dependency of the drug abuser on the drugs causes the greatest problems during pregnancy because the drug abuser is unable to