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Quality Management: A Key Process in the Service Industries

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  • Ofer Zwikael
  • Shlomo Globerson

Abstract

Project management is a developing area in the service industry, as more unique and customer-tailored services are being developed. This paper presents a benchmarking research study, aimed at improving project planning capabilities in the service industry. Based on data collected from 275 project managers from several industries, including 79 from the service sector, project management strengths and weaknesses within the service industry were investigated. It was found that project managers from the service sector excel in cost and procurement planning processes, compared to project managers from other industries. On the other hand, project managers from the service sector achieve the worst score in quality management processes. Moreover, in the service industry quality management was found to have the most significant impact on project success. Hence, managers in the service sector would benefit from acquiring proper knowledge and techniques relating to quality management in the planning phase of projects. It was also found that the success level of projects performed in the service sector depends most on the qualifications of the project manager. A project manager in the service sector gets very little support from the organisation itself. Support processes should focus on the main weaknesses of the service industry, mainly ‘developing project management procedures’ and ‘increasing the extent of training of their project managers’. The paper presents and analyses strengths and weaknesses of the service industry in project planning and suggests a detailed roadmap for improvement.

Suggested Citation

  • Ofer Zwikael & Shlomo Globerson, 2007. "Quality Management: A Key Process in the Service Industries," The Service Industries Journal, Taylor & Francis Journals, vol. 27(8), pages 1007-1020, December.
    • Handle: RePEc:taf:servic:v:27:y:2007:i:8:p:1007-1020
    DOI: 10.1080/02642060701673661
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    Cited by:

    1. Emad Sadoon & Uday Venkatadri & Alireza Ghasemi, 2023. "A Conceptual Framework for Logistics Management and Project Planning in the Clinical Trials Industry," Logistics, MDPI, vol. 7(4), pages 1-42, November.
    2. Juan José Tarí & Carolina Madeleine, 2010. "Introducing management models in service organisations in developed and developing countries," The Service Industries Journal, Taylor & Francis Journals, vol. 32(5), pages 789-806, October.
    3. Shun-Hsing Chen, 2012. "The establishment of a quality management system for the higher education industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 46(4), pages 1279-1296, June.

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