In Part I of my blog, I discussed the need to be able to measure performance to ensure the product performs as required and processes are functioning properly to correct prior deficiencies. I teed up the challenges associated with measuring performance in a service environment with the simple example of a restaurant dining experience. The issue …
Continue reading “What Is Quality and How Is It Achieved In a Service Environment – Part Two”
“Quality” may be one of the more over-used and least-thought-about words in our business vernacular. We’ve gone through cycles where we used different terms to characterize our attempts to “do” quality better. Remember Total Quality Management? How about the focus on ISO 9000? And more recently, “Six Sigma,” “Lean,” and “Agile” have emerged as concepts …
Continue reading “What Is Quality and How Is It Achieved In a Service Environment? – Part One”
