A Service Quality Management Model Based on Process Approach

Abstract

In order to strive towards higher levels of customer satisfaction, managers within service industries need to increasingly construct the quality management system to improve service quality. However, there were few studies paying attention to how to implement a quality management system based on the indicators of proposed service quality scales. Moreover, it is seldom considered that the priority of the indicators maybe vary from one stage to another stage in service processes. If this fact is neglected, then customer requirements may be not met effectively. The proposed model, Quality Train Model (QTM), mainly presents three key concepts as customer focus, process approach, and Deming's wheel. The methodology of QTM consists of six steps: initiating, identifying, planning, implementing, diagnosing and recovering