Which concept focuses on improving service delivery in operations?

Continuous Quality Improvement (CQI) is a pivotal concept that emphasizes the ongoing enhancement of service delivery within operations. By systematically evaluating processes, outcomes, and feedback, organizations can identify areas for improvement to enhance service quality. CQI promotes a proactive culture where every team member is involved in the evaluation and refinement of their work practices, leading to better customer satisfaction, increased efficiency, and superior outcomes.

The methodology behind CQI often includes setting measurable goals, collecting data related to performance, and analyzing this data to inform decision-making. It integrates various techniques such as plan-do-study-act cycles, emphasizing that improvements should be based on empirical evidence and continuous feedback rather than reactive measures.

In contrast, while risk management focuses on identifying and mitigating potential risks, operational efficiency is more about maximizing output with minimal waste. Service recovery pertains to responding effectively to service failures after they occur. While all these concepts play vital roles within an organization, CQI specifically targets the continuous enhancement of service delivery processes, making it the most fitting answer in this context.