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| Author: | Wyckoff, D. D. |
| Title: | New tools for achieving service quality |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2001 : AUG-SEP, VOL. 42:4, p. 25-38 |
| Index terms: | Service quality Quality control Restaurants Flow process charts |
| Language: | eng |
| Abstract: | By involving employees in measurement and analysis of the impediments to service excellence, the organization can focus on creating a service process. By involving employees in measurement and analysis of the impediments to service exellence, the organization can focus on creating a service process that meets or exceeds customers' needs. Techniques of statistical process control include flow charts of service process that meets or exceeds customers' needs. Techniques of statistical process control include flow charts of service processes, setting service standards, and fishbone analysis. analysis |
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