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Investigation and Analysis of Service Organizations Management in China Based on the Excellence Performance Mode

Author: LiuYang
Tutor: MaYiZhong
School: Nanjing University of Technology and Engineering
Course: Management Science and Engineering
Keywords: Excellence Performance Mode Service Organizations Structural Equation Model
CLC: F719
Type: Master's thesis
Year: 2009
Downloads: 474
Quote: 3
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Abstract


With the development of global service trade, service organizations are in a rapidly changing, competitive and diversified environment. Developed countries have come into the service industry time; the development of China’s service industry is also faced with unprecedented opportunities.Quality has become the key of the competition. The concept of quality management is no longer limited to the quality of the product or service range, but rose to business quality and become an integrated, comprehensive business management method and concept. Excellence Performance Mode is a world-class successful enterprise management mode to promote business quality effectively, which originated from the U.S. Malcolm Baldrige Quality Award. The mode is not only for manufacturing organizations, but also for service organizations, helping to achieve the goal of the pursuit of excellence.In this dissertation, SEM (Structural Equation Model) method is used to propose a concept model based on Performance Excellence Mode to analyze the management status of service organizations in China and discuss the relationships between variables in the model.Thirteen path hypotheses are validated and the impact from the drive triad to the result triad is confirmed.In the drive triad, "leadership" is the most critical one directly influencing "strategic planning" and "customer and market";In the result traid, "process management" has direct influence to "business result",and "leadership", "strategic planning" and "human resource" have indirect influences to "business result" through "process management";"measurement, analysis and improvement" spans the entire framework, directly influencing every factor except "leadership". This reaserch provides a guideline for service organizations in China to identify the linkage among core values of Excellence Performance Mode and to identify strengths, deficiency, and opportunities to enhance competitiveness and ensure the future success of business.

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CLC: > Economic > Trade and Economic > Domestic Trade and Economic > Services sector
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