Concept of Quality Controlling for Services

Manfred Bruhn ()
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Manfred Bruhn: University Basel

Chapter Chapter 12 in Quality Management for Services, 2023, pp 497-520 from Springer

Abstract: Abstract Quality controlling, as an important phase of quality management for services, has the purpose of checking the degree to which quality management objectives have been achieved. Accordingly, this is where the economic efficiency of a service company is to be taken into account by means of quality control. In this context, important functions of quality control are explained in this chapter and the individual components of a comprehensive control are presented. A distinction is made between strategic, operational and integrated quality control. On this basis, companies can develop and implement their own concept for quality control. As part of a systematic quality management for services, activities of analysis, planning and implementation in relation to service quality are carried out, as described in the previous parts of this book. In order to take into account the principle of effectiveness and the economic efficiency of a service company, these activities are continuously subjected to quality control.

Date: 2023
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DOI: 10.1007/978-3-662-67032-3_12

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