No matter how long the procedure it never quite reaches the customer.
(Beckford and Dudley, 1999)
KEY LEARNING POINTSServices are different from manufacturing.Skills-Based Quality Management (SBQM) recognizes that:
■ management and development of professional skills is the key to service quality;
Skills are acceptable as the foundation of an ISO 9000:2000 quality management system. SBQM:
■ procedures can never substitute for human interaction and judgement.
■ has been tested in a variety of sectors;
■ is in need of further development.
The content of this chapter was originally the basis for an international series of seminars aimed at introducing a fundamentally different approach to quality management for the service and professional sectors. The ideas were subsequently developed into a paperless quality management system using the structure outlined in Chapter 27.
In a manner which parallels past experience in manufacturing, recent years have brought about increasing pressure on the service sector to address the quality issue. However, this drive to improve quality, which has not been overwhelmingly successful in the manufacturing sector,
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Publication information: Book title: Quality. Edition: 2nd. Contributors: John Beckford - Author. Publisher: Routledge. Place of publication: London. Publication year: 2002. Page number: 277.
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