Approaches to Improving Process Quality in the Service Sector

Abstract Implementation of Theory of Constraints (TOC) and Business Process Reengineering (BPR) are two quality philosophies or approaches that are being used by several manufacturing organizations worldwide for improving throughput, on-time shipments, and quality, among others. However, the application of these approaches in the service sector are very minimal. In this paper, we illustrate how service organizations, specifically banks and healthcare institutions, can utilize these approaches for gaining a competitive advantage.