Operational Design of Quality Management for Services

Manfred Bruhn ()
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Manfred Bruhn: University Basel

Chapter Chapter 8 in Quality Management for Services, 2023, pp 287-391 from Springer

Abstract: Abstract For the operational implementation of a Total Quality Management, a systematic use of specific instruments of quality management of services is necessary to ensure a high quality in the various phases of the service creation process. For this purpose, the control loop of quality management, consisting of the four phases of quality planning, control, auditing and management documentation, is used in this chapter. Based on this concept, the various instruments for the implementation of quality management are explained in detail and their possible uses are shown. The chapter closes with possibilities for coordinating and integrating the individual phases into a comprehensive quality management system for services.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-67032-3_8

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DOI: 10.1007/978-3-662-67032-3_8

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