Abstract
This article records empirical research regarding the ways in which quality management practices differ between manufacturing and service industries. It also identifies the ways in which these two industries can learn from each other. The research is based on a survey conducted in Norway. The main findings follow: (1) manufacturing industries exceed service industries in many aspects of quality management; (2) service industries exceed manufacturing industries in customer consideration and satisfaction. Manufacturing companies that focus solely on process and product quality should include service quality as a concern, learning service quality management and customer satisfaction techniques from leading service companies. Conversely, service companies should maintain a balance between external customer satisfaction and internal productivity and profitability, learning quality assurance, management and methods from leading manufacturing companies, Implications for future research and quality award models are also discussed.
Published Version
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