Auditing and Awards for Service Quality

Abstract

Seeks to provide answers to the questions: How can institutional purchasers of services be sure that the quality of a service will be acceptable over the period of the contract? Can they predict the future quality of a service? How should they monitor service quality? Reviews audit methods and awards and assesses their uses and limitations for purchasers and providers of services. Observes that many audit frameworks for services are adapted from product quality experience and not from systematic research into factors critical to service quality. Contrasts these frameworks with research into what practising service managers found to be important for service quality. Proposes that, in most cases, purchasers should adapt auditing frameworks for their particular purposes drawing on such research and their own and providers′ experience. Concludes that the validity of existing audit frameworks as predictors of service quality is questionable, especially for wide‐scope, long‐term service contracts with a high professional component. Points out that there are advantages to the provider and purchaser agreeing and developing an audit framework in partnership and that, if purchasers and providers select a framework with caution, they may reduce the risks inherent in contracting for services and develop more refined monitoring methods.

Citation

Arne Ovretveit, J. (1993), "Auditing and Awards for Service Quality", International Journal of Service Industry Management, Vol. 4 No. 2, pp. 74-84. https://doi.org/10.1108/EUM0000000002812