Service Quality

Service quality (or for a matter of fact..quality in general..) has eluded sellers, manufacturers, and service providers for ages. Point being you cannot tame service quality with a series of control loops, or computer programs or audit processes. Quality is a lot of aspects related to your product and service. My recent journey in this area led me to internalizing 4 principle notions of quality...the sum of which can be perhaps seen as all encompassing..! I do not intend to profess on this topic.. and there are many schools of thoughts which say quality needs to be preceded by good ideas, business models, innovations etc. I agree, and all i am saying is once you have that thing going for you, you should try to make sure you have internalized few of the concepts below.. (not as theory..but as principles..) So that when u are providing a service .you make sure you are addressing all the below aspects. After all .. whats stated below is what the service is about.

• Quality is excellence.. (the philosophical definition..)
• Quality is conformance to specification.. (the product and manufacturing definition)
• Quality is making the user happy.. (the user based definition..)
• Quality is value.. (the value...or rather price based definition..)

Anyways. Here is a recent talk I gave to a SSME class at S.P.Jain Institute of Mgmt. and Research on the evolution of service quality concept in industry and academia. Please feel free to use it to articulate the information presented. (Would appreciate if you could drop me a note..and keep me in loop if you do)