Deployment of Service Quality Characteristics

被引:0
作者
Dror, Shuki [1 ]
机构
[1] ORT Braude Coll, Dept Ind Engn & Management, Karmiel, Israel
来源
PROCEEDINGS OF WORLD ACADEMY OF SCIENCE, ENGINEERING AND TECHNOLOGY, VOL 24 | 2007年 / 24卷
关键词
HOQ; organizational features; service quality;
D O I
暂无
中图分类号
TP39 [计算机的应用];
学科分类号
081203 ; 0835 ;
摘要
This work discusses an innovative methodology for deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational relationships. A House of Service Quality (HOSQ) matrix is built to extract the desired improvement in the service quality characteristics and to translate them into a hierarchy of important organizational features. The Mean Square Error (MSE) criterion enables the pinpointing of the few essential service quality characteristics to be improved as well as selection of the vital organizational features. The method was implemented in an engineering supply enterprise and provides useful information on its vital service dimensions.
引用
收藏
页码:31 / 34
页数:4
相关论文
共 20 条