An integrated closed-loop model for service performance management
by R. Parameshwaran, P.S.S. Srinivasan
International Journal of Services and Operations Management (IJSOM), Vol. 4, No. 1, 2008

Abstract: With service industries sprouting at an incredible rate, measuring and improving service performance becomes an essential strategy for success and survival in today's competitive situation. In this paper, a new closed-loop model has been proposed to measure and improve the service performance using cost, time and service quality as dimensions. The relative service performance has been measured by the Extended Brown–Gibson (EBG) model by taking cost, time and service quality dimensions into consideration. The service quality factors have been evaluated using the Analytical Hierarchy Process (AHP). Quality Function Deployment (QFD) has been used to redesign the existing services when performance measure falls below the satisfactory level. The developed model quantifies service performance and ensures the service process improvement. A case study using data from car repair shops illustrates the usability of the model. The case study shows that the model can be used to gain service process understanding and to identify significant factors for redesigning.

Online publication date: Sun, 02-Dec-2007

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services and Operations Management (IJSOM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email