An approach for benchmarking service excellence in accredited services of Indian calibration and testing laboratories

Abstract

This paper aims at developing an approach for benchmarking service excellence in the ISO/IEC 17025:2017 accredited testing and calibration laboratories in India, by developing a framework integrating Service Quality, Laboratory Quality Management System (LQMS), Analytic Hierarchy Process (AHP) and Quality Function Deployment (QFD), with competitive benchmarking and incorporate them into the design of testing and calibration services. The main objectives are (i) to identify the service gaps, (ii) to identify the customer /laboratory needs and (iii) to prioritise the technology, quality, cost and reliability for benchmarking service quality excellence. The customer requirements in terms of importance and performance are assessed based on service quality dimensions such as (i) Testing/calibration services as per 17025 standard, (ii) Personnel engaged in services, (iii) systematization of service delivery, (iv) Tangibles of Test/calibration services and (v) Social responsibility against competitor’s ratings and prioritized through Analytic Hierarchy Process (AHP). Benchmarking the service excellence is planned through five phases of benchmarking model.