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September 2021 (published: 22.09.2021)
Number 3(46)
Home > Issue > Service quality analysis methodology
Shimokhin A.V.
This article examined the universal indicators of the quality of services in various areas: time indicators, indicators of compliance with various requirements, indicators of service quality and availability. The existing indicators in the normative literature for assessing the quality of services are considered. Indicators common for all types of services are highlighted. These metrics have been refined in terms of customer value. Statistical quality management tools are proposed for assessing quality by time indicators of service performance and compliance with requirements. Checklists have been developed to collect information that is used to build Pareto charts. It is noted that these indicators and tools provide the ability to determine losses, from the point of view of the theory of lean production, associated with the irrational organization of the process of providing a service, due to the absence or expectation of a tool, material or parts. This methodology should allow managers to identify problem areas and work involved in the service delivery process. It is noted that CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) methods are applicable to assess service and availability indicators. The proposed methodology makes it possible to implement the PDCA cycle, which in general becomes the basis for the implementation of a quality management system at an enterprise in the service sector.
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Keywords: service quality, car service, quality indicators, Pareto's law, PDCA. lean.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
UDC 338.46
Service quality analysis methodology
This article examined the universal indicators of the quality of services in various areas: time indicators, indicators of compliance with various requirements, indicators of service quality and availability. The existing indicators in the normative literature for assessing the quality of services are considered. Indicators common for all types of services are highlighted. These metrics have been refined in terms of customer value. Statistical quality management tools are proposed for assessing quality by time indicators of service performance and compliance with requirements. Checklists have been developed to collect information that is used to build Pareto charts. It is noted that these indicators and tools provide the ability to determine losses, from the point of view of the theory of lean production, associated with the irrational organization of the process of providing a service, due to the absence or expectation of a tool, material or parts. This methodology should allow managers to identify problem areas and work involved in the service delivery process. It is noted that CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) methods are applicable to assess service and availability indicators. The proposed methodology makes it possible to implement the PDCA cycle, which in general becomes the basis for the implementation of a quality management system at an enterprise in the service sector.
Read the full article
Keywords: service quality, car service, quality indicators, Pareto's law, PDCA. lean.
DOI 10.17586/2310-1172-2021-14-3-129-137