Quality Requirements in a Service Organization

Format:

Conference/Event

Author/Creator:

Kotecki, Mary Lou, author.

Conference Name:

International Off-Highway & Powerplant Congress & Exposition (1992-09-14 : Milwaukee, Wisconsin, United States)

Language:

English

Physical Description:

1 online resource

Place of Publication:

Warrendale, PA SAE International 1992

Summary:

To an extent, service, by nature, is intangible. Often, in service, production and consumption occur simultaneously making it impossible to store service as if it were a product. Service delivery can be highly complex and time sensitive. And, customers and suppliers can play changing and sometimes unpredictable roles within the delivery system itself. Many times customer expectations are difficult to identify and, as a result, performance measures are difficult to determine.These aspects and others present unique challenges to service operations. Yet, in spite of these differences, the approach to defining quality requirements and to problem solving has many similarities within both service and non-service organizations

Notes:

Vendor supplied data

Publisher Number:

921615

Access Restriction:

Restricted for use by site license