Quality Management for Services: Issues in Using Customer Input

Article

Drew, James H.; Castrogiovanni, Carl A.   (1995, Marcel Dekker, Inc. and ASQC)   GTE Laboratories Incorporated, Waltham, MA

Quality Engineering    Vol. 7    No. 3
QICID: 11683    March 1995    pp. 551-567
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Article Abstract

Quality improvement of services presents special issues in statistical process management, especially when customer input is a central part of one's measurement program. Special experimental designs and cognitive models have proven useful in understanding customer feedback, and the form of these data call for nontraditional models of data analysis. The complications of these methods, along with the need for decentralized analysis for many services, indicate the utility of computer-assisted measurement and interpretation.

Keywords

Surveys,Benchmarking,Statistical methods,Regression analysis


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