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Free Giveaway of the week: Quality of Services

Written by PHMC GPE
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To think about the quality of service from a strategic point-of-view can be also thinking objective quality. It is something we can measure; what is the service level, how many objects we can deliver out of the warehouse, is it 99% and 98%. How it is experienced, what is the quality of the episodes in the customer relationship, what is the quality of critical episodes?

And what is the vision, what is the visionary quality we try to achieve. These are something we need to think of from the strategic point-of-view when we want to improve the quality.

So this is about some basic concepts of quality. You have to remember that the quality and customer satisfaction they are two different concepts. They are related because quality is important when we talk about satisfaction, but they are different concepts and you can not mix them together conceptually

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Last modified on Friday, 16 March 2012 07:49

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