States that customer satisfaction is the ultimate goal of total quality management efforts in the service sector and that an essential prerequisite in achieving this goal is the detection and prevention of problems which the customer encounters in the service consumption process. Proposes that an instrument is needed which will enable management to gather customer problem information comprehensively and use it as a tool for quality control, planning and service innovation. Presents Service Problem Deployment as a tool which provides a framework for the fulfilment of this task. Defines Service Problem Deployment as a planning and communication system for cross‐functional teams applying a specific set of matrices principally known from the Quality Function Deployment approach. Posits that, as a result of Service Problem Deployment, you can expect the entire service planning and delivery process to be geared consistently to the needs of customers and the goals of problem prevention and customer satisfaction.
International Journal of Service Industry Management – Emerald Publishing
Published: Jun 1, 1993
Keywords: Customer satisfaction; Operations management; Service quality; TQM
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