Quantifying quality in service industries

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Abstract
In manufacturing industries it can be very easy to measure the quality of products. Service industries, in contrast are often faced with the problem of measuring something which is intangible. This paper looks at ways of quantifying quality in service industries, stresses the need for the measures to relate to customer requirements and shows how these measures can be driven back into the process as a means of facilitating quality improvement. The paper provides guidelines, based on the author's experience in PA, for process based quality improvement in service industries.

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