Professional preparation for service quality and organizational excellence

Purpose – The purpose of this article is to examine some of the considerations in the preparation of professionals for service quality and organizational excellence. Design/methodology/approach – Effectiveness, rather than academic principles, is the basis of methodologies for quality excellence. Findings – The conventional approach to quality is rooted in manufacturing which has served its purpose, but is not necessarily effective in modern days. Research limitations/implications – The work is not based on empirical data, but on the rationale behind quality management. Practical implications – Reasoning of this paper would have important implications on the way education and training of future professionals are trained, especially those for quality of service. Social implications – The concept of “customer satisfaction” must be viewed in a different context vis-à-vis the new realities of globalization and importance of service industries. Originality/value – This is a subject that has not gained sufficient attention before, though the implications of education and training are far reaching.