Quality Control in Service Industry: A Telephone Service Center at a Bank | ||
| ERJ. Engineering Research Journal | ||
| Article 1, Volume 23, Issue 3, July 2000, Pages 1-33 PDF (835.79 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/erjm.2000.71303 | ||
| Author | ||
| Khalid A. Aldakhilallah | ||
| King Saud University-Qassim, College of Business and Economics, Department of Quantitative Methods, PO Box 6033, Qassim Saudi Arabia | ||
| Abstract | ||
| Quality control initially focused manufacturing organizations and service organizations were largely ignored. However, service industry has become a crucial player in the global economy in the past few decades. This requires a shift in quality control research which represented a challenge to TQM practitioners in the 80's and 90's. Service organizations must consistently deliver service levels that meet or exceed customers' needs and expectations. In order to enhance their competitiveness, service firms need to develop and implement a quality system that ensures continual quality and productivity improvement Also, a service organization that is seeking to maintain or improve its competitiveness must focus on its customers and emphasize customers as the driven force behind quality outcomes. In this paper, a telephone service center at a major bank in the United States is evaluated. The bank telephone service center employs 60 full-time and part-time representatives. Each representative is responsible for --- Austmare' inquiries | ||
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