Service quality monitoring by performance indicators: a proposal for a structured methodology

Fiorenzo Franceschini, Maurizio Galetto and Elisa Turina

International Journal of Services and Operations Management, 2009, vol. 5, issue 2, 251-273

Abstract: The evaluation of service quality is usually carried out using a suitable set of Performance Indicators (PIs). In general, the development of a proper set of PIs is a fundamental prerequisite to monitor organisation or process performances. Many conceptual models have been proposed in the literature. The question is how to make these models operative. This paper aims to describe a structured methodology to identify a set of PIs for service quality monitoring. First, the service is mapped in order to identify its main activities. Then, the Quality Function Deployment (QFD) methodology is applied. Relations between the service quality determinants and the corresponding indicators are established and analysed. The monitoring of a service often implies the definition of large PI sets. To make quicker indicators analyses and process anomalies identification, a subset of the most critical PIs is selected (Performance Dashboard). This subset is used for the earliest monitoring of the system. In this paper, different selection techniques are proposed and compared. The methodology has been experimentally tested on a Help Desk (HD) service. The obtained results are proposed and discussed.

Keywords: service quality; performance measurement systems; PMS; performance indicators; quality indicators; indicator dashboard; quality monitoring; services; quality function deployment; QFD; help desks. (search for similar items in EconPapers)
Date: 2009
References: Add references at CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://www.inderscience.com/link.php?id=23235 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:5:y:2009:i:2:p:251-273

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().