Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities

Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities

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Publisher
Emerald Publishing
Copyright
Copyright © 1993 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239310037927
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Jun 1, 1993

Keywords: Customer satisfaction; Operations management; Service quality; TQM

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