Abstracts: January 4th, 1999

Curry A, Herbert DManaging Service Quality, (UK), 1998 Vol 8 No 5 Start page: 339. No of pages: 11

Highlights the importance of measuring service quality in public service organizations, stating that client quality, professional quality and management quality all need to be carefully evaluated. Aims to demonstrate the relevance to services measurement of the Servqual model and of quality function deployment (QFD). Identifies criteria for measuring service quality: tangibles; reliability; responsiveness; assurance; and empathy. Discusses many of the ‘gaps’ experienced by customers. Describes QFD in detail and develops a logical progression from Servqual. Presents two short case studies: the first in a psychological service and the second in a careers advisory service, both in Scotland, and outlines how QFD, in association with process mapping, has been used to improve service and enhance staff motivation and understanding.

Subject(s): SERVICE QUALITY, PUBLIC SECTOR, MEASUREMENT, QUALITY FUNCTION DEPLOYMENT

Database: MQA: Management of Quality Abstracts Style: Theoretical with application in practice. Reference: 27AW172

Reproduced by permission of Anbar Management Intelligence http://www.anbar.co.uk/management/home.htm