Quality Control in Service Industry: A Telephone Service Center at a Bank

Document Type : Original Article

Author

King Saud University-Qassim, College of Business and Economics, Department of Quantitative Methods, PO Box 6033, Qassim Saudi Arabia

Abstract

Quality control initially focused
manufacturing
organizations and service organizations were largely ignored.
However, service industry has become a crucial player in the
global economy in the past few decades. This requires a shift in
quality control research which represented a challenge to TQM
practitioners in the 80's and 90's. Service organizations must
consistently deliver service
levels that meet or exceed
customers' needs and expectations. In order to enhance their
competitiveness, service firms need to develop and implement a
quality system that ensures continual quality and productivity
improvement Also, a service organization that is seeking to
maintain or improve its competitiveness must focus on its
customers and emphasize customers as the driven force behind
quality outcomes. In this paper, a telephone service center at a
major bank in the United States is evaluated. The bank
telephone service center employs 60 full-time and part-time
representatives. Each representative is responsible for
--- Austmare' inquiries

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