Description
Select two quality management systems to compare and contrast. In doing so, identify the similarities and differences between them. Next, determine if one of these is better for the service industry than the other. Why or why not?
Explanation & Answer
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Quality Management
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Five gap Model and Critical Incident Technique
Similarities between CRIT and Five Gap Model
Differences between Critical incidence reports and the five gap model
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Application in Service Industry
Running head: QUALITY MANAGEMENT
Quality Management
Author
Institution
1
QUALITY MANAGEMENT
2
Five gap Model and Critical Incident Technique
The two quality control systems are Critical Incidence Techniques CRIT, and Five Gap
Model.
Gap analysis is an approach where a business reviews its performance against its
goals and objectives. Once gaps are realized the company undertakes to resolves them
(Priyadarsini, & Vinoth, 2012). On the other hand, critical incident reports measure human
behaviour and how they affect service delivery. In this approach the business attempts to
align its services to customer...
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