Strategies for Measurement of Service Quality


Early, John F.   (1989, ASQC)   Juran Institute, Inc., Wilton, CT

Annual Quality Congress, Toronto, Ontario, Canada    Vol. 43    No. 0
QICID: 3537    May 1989    pp. 2-9
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Article Abstract

There is a rapid growth in the application of quality management techniques in services -- both in terms of industries in the service sector and service activities within all industries such as finance, personnel, and research. One of the frequent complications that must be confronted in these efforts is the matter of measurement. Because quantitative measurement is not typically as common in service operations, it frequently becomes a stumbling block for progress.

This paper discusses three specific topics. First, when and why are measurements necessary? Second, what are the types of measurements available and what are the appropriate applications for each? Third, how can one develop the appropriate measures for a specific organization or project? Incorporated within each topic are examples to make the discussion as concrete as possible.


Quality management (QM)

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