Question

Topic
The impact of service quality management on a pharmaceutical organization.

  Questions
From the topic above,3 objectives were made.Support each of the objectives below with six(6) solid questionnaires.

1)To examine the impact of quality service organization performance

2)To identify ways to improve customer experience in delivering care service in the organization.

3)To identify the challenges in delivering quality care service in organization.

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Answer 1

1)To examine the impact of quality service organization performance (Close ended question with 5 point rating scale)

· As a stakeholder, are you satisfied with the service delivery of the company?

· Will you like to conduct a purchase transaction with the company in future, as an external customer?

· What is the rate of service complaint raised by customers?

· If you were a customer, would you switch to a competing company?

· Are you motivated to remain associated with company for long term?

· Are investors attracted to invest in the company?

2)To identify ways to improve customer experience in delivering care service in the organization (Close ended question with 5 point rating scale)

· What is the rate of consumer complaints in a month?

· Are customers considered on priority in the service delivery of the company?

· How long does it take to solve and close a consumer complaint?

· Does the company take feedback from customers?

· Is the customer feedback taken constructively?

· Does the company conduct benchmarking study to identify best practices for customer service delivery?

3)To identify the challenges in delivering quality care service in organization (Open ended questions)

· What is the primary challenge faced in maintaining quality in service delivery?

· What are the associated challenges faced in service delivery?

· Are the employees trained for quality management?

· Does the company conduct risk management in service delivery?

· How often are risk registers updated by the company?

· Do you face any special concern in maintaining quality in your work?