A quality-based customer service system approach

Nilson Cibério de Araújo Leão, Fagner José Coutinho de Melo, Raíssa Corrêa de Carvalho and Denise Dumke de Medeiros

International Journal of Services and Operations Management, 2023, vol. 45, issue 4, 484-513

Abstract: This paper aims to develop an approach to improve the quality of the relationship between supplier and customer in the service process, disseminating the necessary information to translate the customer's needs into quality requirements. The proposed approach uses the principles of the management excellence models, the ISO 9001:2015 certification and the quality function deployment tool. The customer service system (CSS) focuses on quality for service organisations. For this, the CSS adopts tools from the literature that are easy to apply, not requiring large investments from the organisation. This study contributes to organisations that intend to guide their management in a systemic methodology of adaptation to the requirements of the interaction between the supplier and the customer, since creating relationships with customers is a priority in several organisations. In addition, this approach aims to contribute to the literature and to the managerial decision-making process.

Keywords: total quality management; TQM; excellence management models; quality function deployment; QFD; customer service system; CSS. (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:45:y:2023:i:4:p:484-513

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