Page 48 - Total Quality Excellence

SIMILARITIES AND DIFFERENCES IN

IMPLEMENTATION OF QUALITY

FRAMEWORKS IN MANUFACTURING
AND SERVICE SECTOR

Key Similarities and Differences between Manufacturing and
& Business Excellence
Service Sectors

The second point to be considered is one of the cardinal principles
of quality control: To define what is a defect and how is one

going to measure it? In manufacturing industries it is often easier
to spot defects as visual inspection or even advanced quality control
processes can often spot defects as they relate to the quality of the
Management However, in service companies, defining a defect is a challenge as the
product manufactured.

conflict between quality as demanded by the customer and the
quality of the service as offered by the service provider are two

different things. Owing to the perceptual nature of arriving at an

Quality understanding of what a defect is, it is often helpful to define the
defects in terms of customers lost, customer satisfaction ratings and
service turnaround times.

otal What these three parameters mean is that the concept of quality in
the service sector is often dictated by the customer. Hence, efforts

T must be made to understand the customer point of view by using
skilled researchers and service representatives to implement a
“feedback loop” that feeds into the system prevalent in the service

industry and self corrects (in the ideal case) or is prodded to do so.

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