Customer Service Quality Management System
Mikhail Yu. Dyakonov1, Aleksey Valeryevich Novikov2, Diana N. Slabkaya3, Suzana L. Balova4, Vladimir Dmitriyevich Sekerin5, Anna Evgenievna Gorokhova6
1Mikhail Yu. Dyakonov, Russian State Social University, Moscow, Russian Federation.
2Aleksey Valeryevich Novikov, “Research Institute of the Federal Penitentiary Service of Russia”, Moscow, Russia; Criminal Law Department of Astrakhan state University, Astrakhan, Russia; Civil Law Department Russian Customs Academy, Lyubercy, Moscow region, Russia.
3Diana N. Slabkaya, Research Institute of the Federal Penitentiary Service of Russia, Moscow, Russia.
4Suzana L. Balova, Financial University under the Government of the Russian Federation, Moscow, Russian Federation.
5Vladimir Dmitriyevich Sekerin, V.A. Trapeznikov Institute of Control Sciences of Russian Academy of Sciences, Moscow.
6Anna Evgenievna Gorokhova, V.A. Trapeznikov Institute of Control Sciences of Russian Academy of Sciences, Moscow, Russia.
Manuscript received on 02 July 2019 | Revised Manuscript received on 09 July 2019 | Manuscript published on 30 August 2019 | PP: 2474-2478 | Volume-8 Issue-10, August 2019 | Retrieval Number: J95400881019/2019©BEIESP | DOI: 10.35940/ijitee.J9540.0881019
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: A service enterprise is considered to be a complex set of material and technical, information, labor, financial and human resources, whose diversity involves the search for ways of rational combination and use them to ensure the achievement of the set goals of the enterprise. Service quality management is one of the types of management activities that arose as a result of the labor division and specialization of enterprise management functions. The aim of the study is to identify the possibilities of designing a Service Quality Management System at the enterprises of the restaurant industry meeting the requirements of ISO 9001.The article shows the relevance of solving the problem of modeling the customer service quality management system based on ISO standards in the enterprise of the restaurant business, as well as analyzes various theoretical approaches to understanding the essence of the service quality management system.To achieve the set goal, a structural and functional model of the customer service quality management system was developed, as well as a model of the staff quality management system.
Keywords: quality management, quality management system, customer service quality management system, staff quality management system, restaurant business.
Scope of the Article: Quality Management System