From english independent work

REPUBLIC OF UZBEKISTAN

MINISTRY OF HIGHER AND SECONDARY SPECIAL EDUCATION

Bukhara State University

Psychology: Applied Psychology

External (special external) department

9-1 PSS-21 Group Student

Of Turdaliyev Bunyodbek

FROM ENGLISH

INDEPENDENT WORK

Prepared by: S.Khanafiyeva. Reviewed by: Karimova.

Service and Quality

Nowadays , service quality strategy is an important weapon used to gain a competitive advantage over competitors . This chapter starts by defining quality , services and service quality . Some essential elements such as the expectations of service , importance of service quality and its benefits are also being highlighted . It further stresses the need for handling customer complaints and underlines the role of service failure and recovery . 1.2 Meanings of Quality Quality is constantly evolving depending on its application techniques used . Quality is a term that is heard almost everywhere nowadays , from top management business to the small corner shop on the local street to the stall selling fruits in the market . Quality is perceived as a subjective term which means different things to different people in different situations . According to Joseph M. Juran ( 1988 ) , quality is defined as " fitness for purpose " . Deming W. Edwards ( 1982 ) , another quality guru , described quality as being " a predictable degree of uniformity and dependability at low cost and suited to the market " . However , " Delighting the customer by fully meeting their needs and expectations " is a more common definition of quality . Other definitions of quality are listed below : . " Quality is a conformance to requirement " ( Philip Crosby , 1979 ) . " Quality is the customer's opinion " ( Armand V Feigenbaum , 2004 ) . " Quality is the extent to which the customer or users believe the product or service surpasses their needs and expectations " ( Gitlow et al . , 1989 ).
The different definitions of " quality " given above are not stating the same thing . Thus , it is possible that one business concentrates on quality to meet a specified requirement , but this may not satisfy the customer's expectations . Also , it is possible for a product to be of a degree of excellence but may not fit for purpose , that is , the definition underlined by Joseph Juran . Simply expressed , all gurus of quality dance around the definition of quality but none of these definitions stated above is a complete statement of what is meant by quality . 1.3 Importance of Quality The concept of quality is currently so widely used by organisations that it is no longer just an advantage to adopt it but a must for survival . Increased globalisation leads to increased competitive pressures . Therefore , businesses are forced to do their best to be more efficient , more up - to - date with the changing technologies and at the same time to be responsive to the markets . Dale ( 2003 ) stresses the importance of quality in that it increases productivity , followed by enhanced performance in the marketplace and improves overall business performance . According to Armand Feigenbaum ( 2004 ) , quality is considered to be the single most important force resulting in organisational success and growth in both national and international markets . Competition nowadays is fiercer as existing competitors need to improve their offerings while new and low cost competitors emerge in the marketplace ( Dale , 2003 ) . Consequently , businesses are required to understand the great significance of quality and try to indulge in continuous and sustainable quality improvements in order to survive .
Xizmatlar sifat
Xizmat va sifat Hozirgi vaqtda xizmat sifati strategiyasi raqobatchilarga nisbatan raqobatdosh ustunlikka erishish uchun foydalaniladigan muhim quroldir. Ushbu bob sifat, xizmatlar va xizmat sifatini belgilash bilan boshlanadi. Xizmatni kutish, xizmat sifatining ahamiyati va uning afzalliklari kabi ba'zi muhim elementlar ham ta'kidlangan. Bundan tashqari, u mijozlarning shikoyatlarini ko'rib chiqish zarurligini ta'kidlaydi va xizmat ko'rsatishning buzilishi va tiklanishning rolini ta'kidlaydi. 1.2 Sifatning ma'nolari Sifat qo'llanilgan qo'llash usullariga qarab doimiy ravishda rivojlanib boradi. Sifat - bu deyarli hamma joyda eshitiladigan atama bo'lib, yuqori boshqaruv biznesidan tortib, mahalliy ko'chadagi kichik burchak do'konigacha, bozorda meva sotadigan do'kongacha. Sifat sub'ektiv atama sifatida qabul qilinadi, bu har xil vaziyatlarda turli odamlar uchun har xil narsalarni anglatadi. Jozef M. Juran (1988) ga ko'ra, sifat "maqsadga muvofiqlik" deb ta'riflanadi. Boshqa sifat gurusi Deming V. Edvards (1982) sifatni "arzon narxlardagi va bozorga mos keladigan bir xillik va ishonchlilikning bashorat qilinadigan darajasi" deb ta'riflagan. Biroq, "mijozning ehtiyojlari va umidlarini to'liq qondirish orqali xursand qilish" sifatning keng tarqalgan ta'rifidir. Sifatning boshqa ta'riflari quyida keltirilgan: "Sifat - bu talabga muvofiqlik" (Filip Crosby, 1979). "Sifat - mijozning fikri" (Armand V Feigenbaum, 2004). "Sifat - bu mijoz yoki foydalanuvchilar mahsulot yoki xizmat ularning ehtiyojlari va kutganlaridan oshib ketishiga ishonish darajasidir" (Gitlow va boshqalar, 1989).a New word
Definition- Ta'rif
Providing- Ta'minlash
Feedback- Fikr-mulohaza
Requirements- Talablar
Customer- Mijoz
Personalized- Shaxsiylashtirilgan
Yuqorida keltirilgan "sifat" ning turli xil ta'riflari bir xil narsani bildirmaydi. Shunday qilib, bitta biznes belgilangan talabni qondirish uchun sifatga e'tibor qaratishi mumkin, ammo bu mijozning kutganlarini qondirmasligi mumkin. Bundan tashqari, mahsulot mukammal darajada bo'lishi mumkin, lekin maqsadga mos kelmasligi mumkin, ya'ni Jozef Juran tomonidan ta'kidlangan ta'rif. Oddiy qilib aytganda, barcha sifat gurulari sifat ta'rifi atrofida raqsga tushishadi, lekin yuqorida aytilgan bu ta'riflarning hech biri sifat deganda nimani anglatishini to'liq ifoda etmaydi. 1.3 Sifatning ahamiyati Sifat tushunchasi hozirda tashkilotlar tomonidan shunchalik keng qo'llanilmoqdaki, endi uni qabul qilish nafaqat afzallik, balki omon qolish uchun zarurdir. Globallashuvning kuchayishi raqobat bosimining kuchayishiga olib keladi. Shu sababli, korxonalar yanada samaraliroq, o'zgaruvchan texnologiyalar bilan yanada dolzarbroq bo'lish va ayni paytda bozorlarga javob berish uchun qo'llaridan kelganini qilishga majbur. Dale (2003) sifatning muhimligini ta'kidlaydi, chunki u samaradorlikni oshiradi, keyin bozorda ish faoliyatini oshiradi va umumiy biznes faoliyatini yaxshilaydi. Armand Feigenbaum (2004) ga ko'ra, sifat milliy va xalqaro bozorlarda tashkiliy muvaffaqiyat va o'sishga olib keladigan yagona eng muhim kuch hisoblanadi. Hozirgi vaqtda raqobat kuchliroq, chunki mavjud raqobatchilar o'z takliflarini yaxshilashlari kerak, bozorda yangi va arzon raqobatchilar paydo bo'ladi (Dale, 2003). Binobarin, korxonalar sifatning katta ahamiyatini tushunishlari va omon qolish uchun doimiy va barqaror sifatni yaxshilashga intilishlari talab etiladi.
Questions
1.What types of services do you like?

2.What is quality?

3. What is the quality of things today?
4. Can quality drive this growth?

5. How does Joseph M. Juran describe quality?

6. What is the demand of customers today?

7. Customer opinion about quality?

8. What is globalization?

9. Armand Feigenbaum's opinion about quality?

10. What do we need to change today?

1.different - boshqacha

2. Simply expressed-Oddiy ifodalangan

3.increases- oshadi

4.Nowadays-Shu kunlarda

5.Sustainable-Barqaror

6 Requirement-Talab

7.Onother -Boshqa

8. Definition - ta' rif

9. Conformance - muvofiqlik

10. Requirement- talab