| dc.description.abstract | The objective of this research was to determine the extent to which quality practices
and procedures were integrated within Irish Service SMEs, with a view to proposing
a quality model which reflects the unique set of pressures faced by SMEs. A series
of depth interviews among owner/managers who had embarked on a quality
management accreditation process were undertaken. Their purpose was to explore
issues surrounding quality management in SMEs. Subsequently a second phase of
primary research was undertaken with a representative sample of Irish service
SMEs. Its purpose was to determine how quality practices and procedures were
implemented within service SMEs with particular focus on their impact on the
reduction of service quality gaps.
Owner/managers intermittently involve themselves with a selection of quality
practices; many are not conducted on a frequent basis, including the identification of
customer requirements.
Analysis indicates that previous implementation of a quality model is positively
related to the frequency with which many quality practices are conducted, including
the activity of setting employee performance targets. In addition, previous
implementation of a quality model positively affected attitudes toward quality
models. However, implementation levels remain low.
This research proposes a conceptual quality model for service SMEs which aims to
address issues raised throughout the study. This model is subject to further testing
and refinement. | en |
