Service Quality Management: A Process‐control Approach

Service Quality Management: A Process‐control Approach The world is moving into a services industry environment which is evidencing many of the same productivity and quality issues associated with manufacturing during the past two decades. Quick fixes using qualitative approaches have not been universally successful and some have advocated a more quantitative direction. Proposes a middle ground incorporating both ideas. Reports the development of a process model based on current service sector paradigms and more traditional statistical quality‐control techniques from manufacturing management. Details a test of the proposed model in the travel agency industry with results generally confirming the potential for transporting quality‐control concepts from manufacturing into services on a selected basis. While the heterogeneity of services may constrain and even preclude direct application of the process‐control approach in all cases, the five‐step plan proposed may prove to be a useful tool for service management across diverse businesses. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Service Quality Management: A Process‐control Approach

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Publisher
Emerald Publishing
Copyright
Copyright © 1992 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/EUM0000000002808
Publisher site
See Article on Publisher Site

Abstract

The world is moving into a services industry environment which is evidencing many of the same productivity and quality issues associated with manufacturing during the past two decades. Quick fixes using qualitative approaches have not been universally successful and some have advocated a more quantitative direction. Proposes a middle ground incorporating both ideas. Reports the development of a process model based on current service sector paradigms and more traditional statistical quality‐control techniques from manufacturing management. Details a test of the proposed model in the travel agency industry with results generally confirming the potential for transporting quality‐control concepts from manufacturing into services on a selected basis. While the heterogeneity of services may constrain and even preclude direct application of the process‐control approach in all cases, the five‐step plan proposed may prove to be a useful tool for service management across diverse businesses.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Mar 1, 1992

Keywords: Process control; Service industries; Quality control

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