Quality in services: definition and measurement principles of Service Quality Deployment

Abstract : Regarding economy, commercial services are increasing their importance whereas the proportion that relates to industry still decreases as well as the number of employees concerned. Organisations of any area of activity propose new services to their customers whatever their oldness. In order to control the systems producing services, as for other kinds of systems, it is necessary to get performance measurement. Quality is one of the most important performance indicator in a domain where product are intangible and for which cost and lead time are most difficult to measure than in a typical industry. Currently several approaches are implemented to ensure quality in services. They are related to the idea to link the quality of services and the quality of the process to produce the services through the assurance of the maturity of these processes. So, the problem is double: how to deploy quality performance along the service life cycle in order to ensure the correlation between quality expected by the customer and quality provided by the service company and how to highlight the correlation between expected performances and means to implement the service: the required inputs and resources.
Mots-clés : Quality Services QFD
Document type :
Conference papers
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https://hal.archives-ouvertes.fr/hal-00327714
Contributor : Yves Ducq <>
Submitted on : Thursday, October 9, 2008 - 12:02:36 PM
Last modification on : Thursday, January 11, 2018 - 6:21:06 AM

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  • HAL Id : hal-00327714, version 1

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Yves Ducq, Thècle Alix, Bruno Vallespir. Quality in services: definition and measurement principles of Service Quality Deployment. APMS (Advanced Production management Systems) 2008 International Conference on INNOVATIONS IN NETWORKS, Sep 2008, Espoo, Finland. pp 151-160. ⟨hal-00327714⟩

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