HOW TO PRODUCE better SERVICE
Arthur Romeijn
(Senior consultant with Berenschot Batalas, Utrecht, The Netherlands)
Teun Hardjono
(Professor Quality and Certification, Erasmus University Rotterdam, The Netherlands, and director of the Institute of Quality, Durability and Innovation (KDI) in Rotterdam)
157
Abstract
Services are of growing competitive importance but many people have difficulty with managing their provision. Adopting a production‐based perspective shows more clearly how the process can be modelled and managed. The key to long‐term success is using this approach to identify, understand and prioritize customer needs and expectations.
Citation
Romeijn, A. and Hardjono, T. (1999), "HOW TO PRODUCE better SERVICE", Measuring Business Excellence, Vol. 3 No. 2, pp. 16-21. https://doi.org/10.1108/eb038873
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited