Service Recovery Process System (SRPS)


King, Jennie A.   (1999, ASQ)   JK Enterprises, Inc., Phoenix, AZ

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18814    September 1999    pp. 1-9
List $10.00
Member $5.00

This article is not available online. Contact us to receive a scan of the archive, in PDF format.

Article Abstract

[PowerPoint presentation slides only.]

Customer service failure recovery is any action demonstrating acceptance of responsibility for a failure. The Service Recovery Process System (SRPS) involves awareness that failures occur and embracing failure as an opportunity for building customer satisfaction through methodical improvement in business processes. SRPS is based on identification of key services, tracking performance, reporting on performance, evaluating failure points, and implementing improvement opportunities. SRPS relies on metrics to track, measure, and report performance. Tools such as flowcharts, histograms, Pareto analysis, and cause - and - effect analysis help demonstrate findings. SRPS demonstrates commitment to customer service to both customers and employees through the use of quality control tools to improve business processes.


Core processes,Customer satisfaction (CS),Customer service,Quality improvement (QI),Failure,Failure analysis,Problem solving,Customer supplier relationships

Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers

ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.