In summary, the proposed ‘PARA’ model integrates customer
complaints, management opinion, and consultant expertise to
develop a constructive improvement strategy that enhances service
delivery and organisational efficiency. Compared with the
extant models of organisational diagnosis noted above, the proposed
‘PARA’ model has several advantages. In particular the
new model is able to: (i) convert customer complaints into
ready-to-use strategies for the improvement of a service system;
(ii) bridge the gap between an organisation’s service and the demands
of its customers; and (iii) promote management’s awareness
of problems and potential directions for improvement