Service Quality and the Customer

The historical lack of interest in service quality as a separate discipline from quality in manufacturing goods can be partly attributed to the industrial nature of North America and Europe over the past one hundred years.  When Frederick Taylor published “The Principles of Scientific Management” in 1911, he introduced ways to improve quality in manufacturing goods. Since Taylor’s publication, quality experts such as Walter Shewhart, W. Edwards Deming, Joseph Juran, Philip Crosby, Kaoru Ishikawa, and others have each written comprehensive resources to improve quality in manufacturing goods.  The subject benefits from nearly one hundred years of research, yet in June 2005 the Bureau of Labor Statistics showed less than 20% of the U.S. non-farm occupations are in the goods-producing sector…

Author: Piccotti, Jen

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