Can somebody just define quality? What is quality? Especially in a Service Delivery Environment?


Johnny

Quality is the customer's perception of the service you provide.

Quality is something that drives more revenue to organization, staff gets motivated, customer gets satisfied and working environment becomes more better. All in one mixed is quality especially in Service Industry where good hierarchy & harmony between subordinates exists forever.

Cheers,
Feebie

I believe quality is exceptional service, it measures excellence. Seems that quality is slipping away though, when it comes to my everyday life anyway. Found this interesting read today http://blog.fpweb.net/more-help-less-hassle-the-rebirth-of-our-support -call-system/ it made me think more business should take to heart what is said about the quality of their service.

Thank you all for your responses. That was very helpful.

I also feel that quality is meeting a customer's requirements as closely as possible and the absence of defects (in service delivery/end-product). However, in reality, the quality provided to a customer is only as much as can be 'afforded' by the company/service provider - in terms of cost of service delivery, cost of resources etc. Very few companies seem to realize that exceptional customer service can win them many times the number of customers they might get through their 'regular' marketing channels.

Thanks
Johnny