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Quality Management: a Key process in the Service Industries

Zwikael, Ofer; Globerson, Shlomo

Description

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...[Show more]

dc.contributor.authorZwikael, Ofer
dc.contributor.authorGloberson, Shlomo
dc.date.accessioned2015-12-08T22:27:14Z
dc.identifier.issn0264-2069
dc.identifier.urihttp://hdl.handle.net/1885/33986
dc.description.abstractProject 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.
dc.publisherFrank Cass & Co Ltd
dc.sourceThe Service Industries Journal
dc.subjectKeywords: benchmarking; project management; quality control; service sector
dc.titleQuality Management: a Key process in the Service Industries
dc.typeJournal article
local.description.notesImported from ARIES
local.identifier.citationvolume27
dc.date.issued2007
local.identifier.absfor150313 - Quality Management
local.identifier.ariespublicationu4024396xPUB108
local.type.statusPublished Version
local.contributor.affiliationZwikael, Ofer, College of Business and Economics, ANU
local.contributor.affiliationGloberson, Shlomo, Tel Aviv University
local.description.embargo2037-12-31
local.bibliographicCitation.issue8
local.bibliographicCitation.startpage1007
local.bibliographicCitation.lastpage1020
local.identifier.doi10.1080/02642060701673661
dc.date.updated2015-12-08T09:17:54Z
local.identifier.scopusID2-s2.0-46749112678
CollectionsANU Research Publications

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