SERVICE QUALITY--Session #3
Virtually all organizations, in both the manufacturing and the service sectors, compete to some extent on the basis of service. Therefore, understanding and effectively managing service quality is critically important for the creation and maintenance of competitive advantage.
This engaging four-part series recognizes that improving the quality of services is more difficult than improving the quality of products due to the temporary nature of a service. An unsatisfactory or defective product can be replaced or repaired; however, delivery of an unsatisfactory service is something that cannot be undone. Consequently, it is vital to deliver a satisfactory—or preferably superior—service the first time.
Session 1: Product characteristics versus service characteristics.
Session 2: Defining and measuring service quality
Session 3: Quality service by design
Session-4: Achieving service quality
Professor Sabita Sawhney teaches operations management, supply chain management, marketing management, and marketing research at Maharishi University of Management.