Dissertation on Teamwork and Customer Service Quality
THE IMPACT OF TEAM WORK ON CUSTOMER SERVICE QUALITY A CASE STUDY OF NATIONAL CURRICULUM DEVELOPMENT
CENTRE, UGANDA
DRONYI SILVER WANI
08/U/6906/PLE/PE
A RESEARCH PROPOSAL SUBMITTED TO THE SCHOOL OF MANAGEMENT AND ENTREPRENEURSHIP IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF BACHELOR OF
PROCUREMENT AND LOGISTICS OF
KYAMBOGO UNIVERSITY
APRIL 2012
CHAPTER ONE
1.0 INTRODUCTION
This chapter includes the background of the study, statement of the problem, purpose of the study, objectives of the study, research questions, and scope of the study, significance of the study, limitations of the study and operational definition of terms.
1.1 BACKGROUND OF THE STUDY
Phil (2002) team working is a group of people who work together towards a shared and meaningful outcomes in ways that combine their individual skills and abilities and for which they are all responsible. He added that a real team does not just happen but an organization has to work at it, create it, maintain and sustain it for the development and provision of quality standards and expectations to the customers. Organizations need teamwork in order to promote innovation and synergy, improve their goal achievement, promote professional development of team members, achieve time reduction targets and get cross-boundary ownership of tasks and problems.
Ronald (2004) argues that customer service depends on the expectations of the individual customer. However, all attempts to define customer service tend to focus on the relationships at the buyer/seller interface. He further added that to achieve the customer service levels expected, an organization need to ensure that for each of these two categories: the systems, measurements and the people are in place to respond to each customer group or market. Juran (2000) says that quality is the degree of excellence that is fitness for the purpose. It can also mean the degree in which customer requirements are met. Quality
CENTRE, UGANDA
DRONYI SILVER WANI
08/U/6906/PLE/PE
A RESEARCH PROPOSAL SUBMITTED TO THE SCHOOL OF MANAGEMENT AND ENTREPRENEURSHIP IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF BACHELOR OF
PROCUREMENT AND LOGISTICS OF
KYAMBOGO UNIVERSITY
APRIL 2012
CHAPTER ONE
1.0 INTRODUCTION
This chapter includes the background of the study, statement of the problem, purpose of the study, objectives of the study, research questions, and scope of the study, significance of the study, limitations of the study and operational definition of terms.
1.1 BACKGROUND OF THE STUDY
Phil (2002) team working is a group of people who work together towards a shared and meaningful outcomes in ways that combine their individual skills and abilities and for which they are all responsible. He added that a real team does not just happen but an organization has to work at it, create it, maintain and sustain it for the development and provision of quality standards and expectations to the customers. Organizations need teamwork in order to promote innovation and synergy, improve their goal achievement, promote professional development of team members, achieve time reduction targets and get cross-boundary ownership of tasks and problems.
Ronald (2004) argues that customer service depends on the expectations of the individual customer. However, all attempts to define customer service tend to focus on the relationships at the buyer/seller interface. He further added that to achieve the customer service levels expected, an organization need to ensure that for each of these two categories: the systems, measurements and the people are in place to respond to each customer group or market. Juran (2000) says that quality is the degree of excellence that is fitness for the purpose. It can also mean the degree in which customer requirements are met. Quality
References: Adock, Bradfield Halberg and Ross (1998). Marketing principles and practice, 3rd edition, Financial Times Professional publishers, Great Britain. Allan Woods, Lesley Hebron and Sally Bradley (2001).Customer service, 1st edition, Heinemann Educational Publishers. Baker Martinich (1997). Marketing Book, 3rd edition, Chartered institute of marketing Oxford, London. Barclay Z Dann and P Holroyd (2000). New product development, Reed Educational and professional publishing limited. John Adair (1990). The challenge of innovation, The Talbot Adair press Newlands Pewley Hill Guildford, London. Juran JM (2000). Quality control Handbook, MC Graw Hill Book company. Kazuo Ozeki and Tetsuichi Asaka (1990).Handbook of quality tools-The Japanese approach, Productivity press. Keith, Muhleman and Oakland (1992). Production operations management, 6th edition, Phoenix color, United States. Kenneth Lysons (2000). Purchasing and supply chain Management, 5th edition, Pearson Education limited. KK Anand (1997). Quality Management Handbook, 2nd edition, Vikas publishing House PVT limited. Max Hand and Brian Plowman (1992). Quality Management Handbook, 1st edition, Butterworth Heinemann Limited. Micheal C Carruthers (1999). Principles of Management for quality Projects, 1st edition, International Thomson Business press. Micheal J Baker (1996). Marketing –An Introductory Text, 6th edition, Macmillan press limited. Michiel R Leenders and Harold E Fearson (1997). Purchasing and supply Management, 11th edition, Rob Zwetter Publisher. Phil Baguley (2002). Teams and team working, 1st edition, Hodder Headline limited, 338 Euston Road, London. R Meredith Belbin (1993). Team roles at work, 1st edition, Butterworth Heinemann. Ronald D Moen, Thomas W Nolan and Lloyd P Provost (1991). Improving quality through planned experimentation, 1st edition, MC Graw Hill series in industrial engineering and management science. Ronald H Ballon (2004). Business Logistics and supply chain management, Peerson Prentice Hall. Sally Bradley, S/NVQ (2003). Customer service, Candidate Handbook, 1st edition, Heinemann Educational Publishers. Samuel Enyutu and Tonny (2005). The Uganda Primary curriculum review Road Map report. Sarah Cook (2000). Customer Care: How to create an effective customer focus, 3rd edition, Kogan page limited , 120 Penton Ville Road, London. Valarie A Zeithaml and Mary Jo Bitner (2003). Service marketing : Integrating customer focus across the firm, 3rd edition, Tata MC Graw Hill publishing Company Limited.