You are a quality management consultant for Visit England’s QIT and have been appointed by a service organization to improve their current service delivery. Your task is to write a report to the Management team which should include the following: 1. Justify the importance of managing and measuring service quality, recommending the adoption of appropriate service quality management methods. 2. Reading the case study you can establish their current service delivery/practices. However you need to assess the impact this will have on the front-line employees, their engagement and also managerial implications. 3. Finally, produce a Customer Feedback System (CFS) framework that the organisation can utilise to monitor and continually improve service quality.
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