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Published in:
2008 | OriginalPaper | Chapter
Service Design
Published in: Industrial Project Management
Publisher: Springer Berlin Heidelberg
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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).