Rethinking the Role of Customers
in Successful Service Delivery
(Article published by the newsletter of the International Academy for Quality)
What sets apart product manufacturing from service delivery? While many people highlight the significant contribution of staff and service delivery activity, these aspects fail to capture the true differentiating elements.
Comparison
In a manufacturing process, a company can ensure that requirements are met independent of customer contribution or presence. However, in the realm of services, the situation is different. [...]
THEMES
Process
Let's consider the process a team game in which, thanks to synergies, everyone can express their skills to the fullest...
Written Communication
When there is no clarity, confusion reigns supreme. We can't claim to have communicated just because we said or wrote something...
Team Working
The Jazz metaphor helps focus on some aspects of working in a group that are very useful in promoting a good working climate...
Quality ISO 9000
The standard takes on the role of an organizational model, it can be considered a sort of check list of what must be done...
Service Management
In service management planning is still lacking today. Most of the time it governs improvisation ...