The services sector of the economy is considered as one of the most important sectors as more and more organizations now prefer to outsource many of their activities in order to free up time and resources to concentrate on their core competencies. (Ellram, Tate, and Billington). Since my organization is also a service organization offering services of different nature, therefore, it becomes critical for us to deliver what is expected from us. Therefore, in my organization, our basic emphasis always remained on achieving and complying with the international quality standards for operations.
These quality standards include ISO standards which we have set for ourselves as a benchmark for achieving the desired level of efficiency and performance in our firm. As discussed above that our firm deals in four major areas of government, telecommunication, business transformation as well as intelligent transport solutions, therefore, we need to maintain standards which serve the different segments of our clients and for this purpose, we have set a standard level of operational performance which must at least meet the international standards. Based on those five broad areas, our performance measurement expectations are based on the key drivers of the performance and results of those drivers on the overall performance of the operational activities performed.
(Johnston, Bring all and Fitzgerald). Further, to that our performance management measures are designed in such a way that we take inventory of different sub-activities performed under each of the five broader areas and then attempt to find out what operational activities, under each of these major areas, are directly related to the customers i. e. since services are always perishable in nature, therefore, our main focus is to remain customer-oriented and always strive to provide solutions which meet the expectations of our customers.
It is also critical to understand that our firm tends not to focus entirely on the so-called total quality management but attempt to take a much broader view of the firm’ s resources in order to implement and impart a completely unique way.
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