Title: Dealing with productivity and quality indicators in a service environment: some field experiences
Authors: Van Looy, Bart
Gemmel, P
Desmet, S
Van Dierdonck, R
Serneels, S #
Issue Date: 1998
Publisher: Mcb univ press ltd
Series Title: International journal of service industry management vol:9 issue:4 pages:359-+
Abstract: Notes that the nature of the service process makes the measurement of productivity and quality more difficult. In this paper a methodology to delineate relevant indicators of productivity and quality for services is developed. For both types of indicators, process analysis is a starting point. Insights from activity-based management are introduced to work out productivity indicators. An approach based on quality function deployment is used to delineate relevant quality indicators. Both approaches are illustrated with case study material. During the process of developing these indicators, it became clear that realizing quality and productivity simultaneously within the service delivery process might imply a trade-off. Implications and further extensions of this dynamic relationship are discussed within a larger service strategy framework.
ISSN: 0956-4233
Publication status: published
KU Leuven publication type: IT
Appears in Collections:Department of Managerial Economics, Strategy and Innovation (MSI), Leuven
# (joint) last author

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