A Framework for Developing a Quality Strategy in a Customer Processing Operation
- 1 April 1987
- journal article
- Published by Emerald Publishing in International Journal of Quality & Reliability Management
- Vol. 4 (4) , 37-46
- https://doi.org/10.1108/eb002888
Abstract
Increasing competition in the service sector provides an opportunity for firms to differentiate their services from the competition by providing and improving service quality. The development of a quality strategy to improve service quality is presented and the critical points in customer processing are identified.Keywords
This publication has 3 references indexed in Scilit:
- Quality Assurance in the Uniform Branch of the Police ServiceInternational Journal of Quality & Reliability Management, 1986
- Monitoring and Control in Service OperationsInternational Journal of Operations & Production Management, 1985
- New Tools for Achieving Service QualityCornell Hospitality Quarterly, 1984