Factors Influencing Implementation of Service Excellence in Government Sector - Example

The paper 'Factors Influencing Implementation of Service Excellence in Government Sector" is a perfect example of a management capstone project. From a broad perspective, service refers to the action of helping or doing work for someone, hence the concept of offering helping hand (Sandy et al, 2011). In addition, service might relate to a system of supplying or offering a public need with reference to transport, communications, or utilities in the form of water and electricity (Robert et al, 2011; Sandy et al, 2011; Nimit et al, 2007; Terje, 2011; Minjeong et al, 2011). In this essence, service refers to an amenity, resource facility, or utility in accordance with the demands or needs of a certain group. Excellence refers to the quality of being extremely good or outstanding. The achievement of excellence must focus on matching behaviour with values. In the context of this research process, public sectors have the obligation of offering service excellence in accordance with the demands and expectations of the consumers in the nations of interests. Sustainability relates to a simple principle. For instance, everything that human beings need for our survival and well-being depends, either directly or indirectly, on the natural environment. Integration of the concept of sustainability is essential in the creation and maintenance of the conditions under which humans and nature can exist in productive harmony (Gi-Du Kang, 2004; Jiun-Sheng, 2011; Parasuraman, 2002). The public sector must adhere to quality, value, and service in pursuit of excellence. Service excellence must relate to flexibility and convenience in relation to the needs and preferences of the consumers in the market and industry of interaction (Gi-Du and, 2004).

In order to achieve service excellence, the institution should focus on the integration of key service management and evaluation techniques with the intention of reducing the costs while improving the social welfare among the citizens (Bo, 1998; Kae et al, 2011; Josip, 2011, Jari, 2010, Cox, 2001). Service management refers to a customer-focused approach in the delivery of quality services while minimising resources and costs in the provision of such services. Service management focuses on the provision of value to the customers while enhancing the relationship between customers and business entities or sectors. The achievement of service excellence requires the ideal implementation of the strategy by business organisations and governments seeking to work on the needs and expectations of the citizens or stakeholders, thus the development of the nation or country. The government relates to the sovereign or supreme power within a nation or state. In this context, the essence of government associates with the provision of quality services in accordance with the demands and perceptions of the consumers at the end of the fiscal period (Jessica, 2003; Millissa, 2010; Sanjaya, 2011; Gour, 2009).