سال انتشار: ۱۳۸۳

محل انتشار: چهارمین کنفرانس بین المللی مدیریت کیفیت

تعداد صفحات: ۱۸

نویسنده(ها):

Arash Shahin – Department of Management, University of Isfahan, Iran

چکیده:

While the literature provides many methods to measure service quality, relatively little attention has been given to the process of service quality design. In other words, although most research programs have focused on measuring customer perceptions of service quality and satisfaction, few have provided company-specific guidelines for how to design services to meet the quality standards expected by customers. In this paper, a novel approach for determining a comprehensive set ofService Process Design Characteristics (SPDCs) is proposed. The design characteristics have beendetermined in three levels, which could be used as a pattern in designing quality service in any type of service organizations, and also could aid advanced quality engineering techniques. To proposeSPDCs, some important factors have been considered, which include customer participation in the design of services; ISO, BS and other guidelines for service design; customer contact; and front office and back office operations