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sindiso sibanda, Business School Marketer, Zimbabwe
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What can be the effects of a poor organisation culture on service quality?
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R Murray, Student (MBA), United Kingdom
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Effects of Organised Culture on Service Quality
Obviously If the culture of the organisation isn't aligned via the strategy and leadership to support service quality then the customer's experience is not going to be as good as it could be.
Service quality will be impacted when organisational culture does or does not support the employees to be the best that they can be and does or does not create an atmosphere of positivity.
Remember service quality starts and finishes with individuals and how they deal with clients. That's why in my opinion quality management has to be driven by the organisational culture.
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Alpin McGregor, freeelance, United Kingdom
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Role of Organization Culture in Quality Assurance
Problem in western economies is a bunch of unimaginative managers who do not understand the meaning of quality. The best I've come across is Robert Persig in "Zen and the Art of Motorcycle Maintenance". He defines quality as "the external expression of internal care". This echoes the definition of a sacrament (probably defined about 3rd century AD) as "an outward and visible sign of internal grace". You don't need a separate management function for quality - good management will foster an environment where employees care about what they are doing.
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