Which term refers to the process of enhancing and maintaining the quality of services?

The term that best describes the process of enhancing and maintaining the quality of services is Quality Management. This concept encompasses a comprehensive approach that involves planning, controlling, and improving processes to ensure that services meet certain standards and customer expectations. Quality Management not only focuses on maintaining current levels of quality but also on the continuous improvement of services over time.

It incorporates elements such as performance measurement, process improvement, and customer satisfaction, all of which are crucial for a dynamic and effective service delivery system. This holistic view is essential for organizations striving to provide excellent service, as it integrates various practices and theories related to quality in an ongoing effort to enhance overall performance.

Quality Control, on the other hand, is more narrowly focused on monitoring and evaluating specific processes and outputs to ensure they meet the established standards. Quality Assurance refers to systematic activities implemented within a quality system to ensure that requirements for a product or service are fulfilled. Quality Evaluation typically involves assessing the effectiveness or performance of a service rather than the active management and improvement processes that Quality Management emphasizes.