Service performance measurement using simple techniques actually works

Abstract

Asserts that there is good evidence that service quality may be achieved and sustained in the same way as is currently achieved and sustained in manufacturing industry by using simple measurement techniques. Moreover, there is evidence to suggest that the opportunity for continuous improvement that exists in manufacturing is also available in service applications. A simple experiment, using a small sample, indicated positive signs of predictive validity. The methodology chosen measured the service performance through a self‐assessment technique. A fortuitous error in sampling enabled a de facto control group to be inferred that substantiated the existence of a continuous improvement component that was driven by the “measurement effect”.