Service Design

Abstract

Despite the number and variety of opinions concerning quality expressed both in the literature and at a consultancy level, all agree on four issues: 1.  Quality involves the entire company, management included, which must endorse quality policies and ensure the necessary commitment. 2.  The focus must be set on customer satisfaction (rather than mere compliance with the standards), a customer who can also be internal (i.e. inside the company). 3.  The importance of continuous improvement (a company must also improve during the period between the issuing of two official specifications). 4.  The reduction/elimination of variance in the manufacturing processes is a source of quality (the qualitative level depending on the design process, which should have released specifications ensuring conformity of quality).