This article deals with service quality and the methods for its measurement and improvements to reach the so called service excellence. Besides older methods such as SERVQUAL and SER-PERF, there are also shortly described capability maturity models based on which the own methodology is developed and used for process maturity assessment in organizations providing technical services. This method is equally described and accompanied by examples on pictures. The verification of method functionality is explored on finding a correlation between service employee satisfaction and average process maturity in a service organization. The results seem to be quite promising and open an arena for further studies.

The dynamic development of the world is characterized by changes of the current state, that is by innovations, which are supposed to bring desirable economic effects. However, unethical intentions could also deliver the results fast but in an undesirable way. Unethical goals are mostly based on quantitative values and do not respect the existence of qualitative values and cannot satisfy the needs of the whole society. Therefore, it is desirable to apply responsible management which respects both, quantitative as well as qualitative values. Formation of the ethical environment is a long-term task which requires managers who act as ethical leaders according to the certain principles. Management aims to change the status quo - thus management is the management of the innovation process. Management of management (leadership) is an innovation of the management theory and practice. The converging strategic goals should be a company’s Goodwill and Corporate Culture. To reach these goals it will be necessary a cooperation between the business and educational and scientific organizations, as well as respecting the rules of the innovation process which includes continuity, timeliness, complexity and consistency.

The management theory did not develop equally with the changes in technologies. The consequence of this shortcoming is a prevalence of quantitative management which puts an emphasis on the quantitative values. This represents a risk for the sustainable growth. Therefore, the managerial ethics, which biases qualitative values and attitudes, is important for the managers' decision-making. The effective decision-making process is further based not only on the manager's experience, which may lead to a certain routine, but also on the cooperation among the other departments and educational institutions. Furthermore, the successful innovations, which are often an outcome of the systemic and complex decision-making, require to follow certain rules during their implementation. A person may become an initiator, leader, subject or a consumer of the innovation and should be adequately prepared for all these roles. Despite the abrupt development in the technical areas there is not such progress in the humanities. Education is still more focused on the content and form (thus quantity) rather than on the applications and relations (quality).