Expectations of Customers and Management-Perceptions Gap Assignment - 2

Expectations of Customers and Management-Perceptions Gap - Assignment Example Therefore, it is important for an organization to do enough research on what the customers expect and later implement according to the high demand in the market. The company should also practice the centralized kind of organization since it is easier to be implemented. Meeting the correct expectations is usually an important task, but not good enough to achieve superior quality service. The performance standard is important for improving high service quality products (India, 1968). The biscuit organization seems not to meet customer expectation since they consider their expectations as unreasonable, the demands of customers are at times difficult to be predicted, and lastly, some organizations are inflexible in the way it operates. Several factors have contributed to the failure of meeting the service quality. These are the presence of inadequate management among the employees, which reduces the service quality. Lack of standardization of extreme cases where hard and soft copies of technology are used to standardize the services. They work with much laxity since they have no target to meet in places where the organization fails to make goals. Lastly, is the perception of invisibility, such that managers do believe that the customers’ needs can be met (India, 1968). All this should be changed so that the company would improve its management and service delivery. Some of the factors that have resulted in this gap include; the workers are not qualified, use of poor technology, ambiguous employees who always have conflicts among themselves and inappropriate supervisory control systems. For efficient work, the goods not only should they meet the customers’ expectations, but should also be backed with adequate and appropriate resources (India, 1968). The standard of good should be ensured to be effective this can be enhanced by ensuring that the employees are measured and compensated depending on the basis of their performance. Management should also have standardized technological gadgets and qualified employees for them to meet their goals.