Managing Quality: Overview of the Chosen Method for Evaluating Quality

MANAGING QUALITY
TASK 4

OVERVIEW OF THE CHOSEN METHOD
FOR EVALUATING QUALITY
 For evaluating quality in the case study facility,
SERVQUAL method has been chosen.
 SERVQUAL is a quality management framework
 It highlights the main components of high quality
service
 It is based on five dimensions namely reliability,
assurance, responsiveness, empathy and tangibles.

APPLICATION OF CHOSN METHOD TO
ISSUES IN CASE STUDY
 Organization is suffering from the issue of spread of
infectious diseases.
 SERVQUAL framework can be applied at the
residential home.
 The various areas of residential home can be evaluated
with respect to five dimensions: responsiveness,
assurance, reliability, tangibles, and empathy.
 A questionnaire can be prepared and the management
of residential home can be made to fill it.

Continued..
 This questionnaire will be based on evaluating the
quality of services provided by the care home in the
different functional areas.
 Therefore, the dimensions which is not fulfilled by the
residential home can be found out.