This content is not included in
your SAE MOBILUS subscription, or you are not logged in.
Quality Requirements in a Service Organization
Annotation ability available
Sector:
Language:
English
Abstract
To an extent, service, by nature, is intangible. Often, in service, production and consumption occur simultaneously making it impossible to store service as if it were a product. Service delivery can be highly complex and time sensitive. And, customers and suppliers can play changing and sometimes unpredictable roles within the delivery system itself. Many times customer expectations are difficult to identify and, as a result, performance measures are difficult to determine.
These aspects and others present unique challenges to service operations. Yet, in spite of these differences, the approach to defining quality requirements and to problem solving has many similarities within both service and non-service organizations.
Recommended Content
Book | Stretching It |
Book | QS-9000 |
Book | Automotive Vehicle Safety |
Authors
Topic
Citation
Kotecki, M., "Quality Requirements in a Service Organization," SAE Technical Paper 921615, 1992, https://doi.org/10.4271/921615.Also In
References
- Brown, Mark B. “Defining Quality in Service Businesses.” Quality January 1988
- Hatakeyama, Yoshio What is Service Quality Japan Management Association November 1 1988
- Horovitz, Jacques Winning Ways: Achieving Zero-Defect Service Productivity Press Boston 1990
- King, Carol A. “Service Quality Assurance is Different.” Quality Progress June 1985
- Langevin, Roger “Unlocking the Door to Quality: Basic Principles for Service.” ASQC Presentation 1986
- Nickell, Warren L. “Quality Improvement in a Marketing Organization.” Quality Progress June 1985
- Rosander, A. C. Applications of Quality Control in the Service Industries Marcel Dekker, Inc. New York 1985
- Sylwester, David L. “Statistical Techniques to Improve Quality and Productionin Non-Manufacturing Operations.” Survey of Business Spring 1984
- Thompson, Phillip DeSouza Glenn Gale Bradley T. “The Strategic Management of Service Quality.” Quality Progress June 1985