Customer service quality management system

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.