We’ve talked about quality and customer service quite a lot on View From the Q. Quality in the service industry is certainly not a new idea, but it doesn’t always get the attention it deserves—especially in customer service. Last year, for example, ASQ conducted a customer service survey which showed that companies don’t consider customer service as a top priority—as opposed to product development, IT, and marketing.
Here’s one resource that could help: a Body of Knowledge for service quality. Do we need one?
I want to bring your attention to an article that says, yes, we do. “An Integrated Framework for Service Quality: SQBOK Perspective” runs in ASQ’s April Quality Management journal. This article argues lays out a framework for a comprehensive Body of Knowledge for service quality, an initiative by ASQ’s Service Quality Division members. A few interesting facts from the article:
- “The service sector now accounts for well over 70 percent of the total gross domestic product in most Organization for Economic Co-operation and Development (OECD) countries (OECD 2012).”
- “One of the major challenges in managing service quality is the lack of a common definition of services and a general lack of a standard measurement system originating from the intangible nature of services.”
- Key service concepts, as defined by the authors, are: Customer and market focus, employee focus, communication, and service delivery.
There’s a lot more in the article, which I encourage you to read. Is there room for this additional Body of Knowledge? I welcome your thoughts.