Posted: April 6th, 2015

Managing Service Quality


Managing Service Quality
Emerald Article: The quality gurus – their approaches described and
Tony Bendell, Roger Penson, Samantha Carr
Article information:
To cite this document: Tony Bendell, Roger Penson, Samantha Carr, (1995),”The quality gurus – their approaches described and
considered”, Managing Service Quality, Vol. 5 Iss: 6 pp. 44 – 48
Permanent link to this document:
Downloaded on: 12-09-2012
Citations: This document has been cited by 4 other documents

TQM Fundamentals
Learner Log Book


The purpose of the Learner’s Log Book (LLB) is to document the achievements of the learner in a central repository that will be considered as evidence of the effectiveness of the learning process. It is a ‘monitoring tool’ that e-tutors use to report on individual learners’ progress and it is a way of ensuring that learners:
?    are engaged in their learning process;
?     are experimenting by doing the tasks subscribed to them by the e-tutor;
?    avoid plagiarism because learners have to be engaged on a continuous basis and the informal assessment can therefore be used to ensure consistency with the main formal assessment;
?    provide e-tutors with the opportunity to get to know the learners evaluate them and mentor them properly;
?    have  templates which will reflect whether learners read,  understand,  assimilate knowledge, develop inquiry ability, and have the potential to generate critical thinking and reflect on the knowledge accumulated by relating to real situations.

The onus is mainly on learners to furnish the required information in the templates after each unit based on the Read and Analyze Activity. After filling the information in the template they need to e-mail it back to the e-Tutor.

e-Tutor will then comment on the work done and the involvement that takes place and give overall impressions on the learners at the end of the module.

a) What are the main points of the assigned article “TQM Gurus”? (in ½ page)

b) Explain the following Deming point? (in ½ page)
“Cease dependence on inspection to achieve quality; eliminate the need for mass inspection by building quality into the product”.

c) Explain the difference between the following two Deming’s points? (in ½ page)
Point 6: Institute training on the job.
Point 13: Institute a vigorous education and self-improvement program.

d) List the four types of quality costs and give three examples on each type?
(in ½ page)

V. CRITICAL ANALYSIS (in one page)

?    In your opinion, are the Gurus principles applicable in the MENA region? Why?

VI. Practical Implications (in one page)

Based on your experience at your work place, explain how the improvement cycle can be applied?


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