Title: Service quality assessment and service process reengineering

Authors: Hajime Eto

Addresses: University of Tsukuba, Institute of Policy and Planning Sciences, Tsukuba, Ibaraki, Japan

Abstract: Learning the successful experiences of total quality management and business process reengineering, and recalling the classic ideas of human rights, citizens| sovereignty and public services, this paper classifies ambiguous concepts of services in the public and private sectors by semantic and judicial case analyses and explores new actors in order to solve administrative and fiscal crises and to promote service innovation. Finally, this paper proposes to apply the quality circle movement to service quality innovation across the public and private sectors.

Keywords: service quality assessment; public service process assessment; consumer sovereignty; service liability; service process reengineering; design review; service quality circle; total quality management; semantic analysis; judicial cases; jurisprudence; concurrent engineering.

DOI: 10.1504/IJSTM.2001.001607

International Journal of Services Technology and Management, 2001 Vol.2 No.3/4, pp.326-346

Available online: 10 Jul 2003 *

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