Quality Management for Services: Handbook for Successful Quality Management. Principles – Concepts – Methods

✍ Scribed by Manfred Bruhn

• Publisher: Springer
• Year: 2023
• Tongue: English
• Leaves: 645
• Category: Library

✦ Synopsis

This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control and monitoring of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.

In the eleven editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.

In the 12th edition, all chapters have been updated. In particular, the new version of the EFQM Model 2020 has been comprehensively presented.

The contents

• Basics of quality management for services
• Analysis of service quality
• Planning and control of quality management for services
• Implementation of quality management for services
• Quality controlling for services

✦ Table of Contents

Foreword
Contents
List of Figures
Part I Basics of Quality Management for Services
1 Importance of Quality Management for Service Companies
Abstract
1.1 Competitive Advantages through Service Quality
1.2 Success Chain of Quality Management for Services
1.3 Service Quality as an Empirical Success Factor
1.4 The Central Paradigms of Quality Management
References
2 Conceptual Basics of Service Quality
Abstract
2.1 Term and Systematization of Services
2.2 Approaches to the Term of Quality
2.3 Term of Service Quality
2.4 Determinants of Service Quality
2.5 Dimensions of Service Quality
2.6 Effects of Service Quality
2.6.1 Psychological Effects of Service Quality
2.6.2 Behavioral Effects of Service Quality
2.6.3 Economic Effects of Service Quality
References
3 Conceptual Basics of Quality Management for Services
Abstract
3.1 Concepts of Total Quality Management (TQM)
3.2 Terminology of Quality Management for Services
3.3 Standards and Principles of Quality Management
3.4 Components of a Quality Management System for Services
3.5 Excursions: Current Conceptual Topics of Service Management
3.5.1 Management of Customer Contact Points in the Context of Customer Integration
3.5.2 Management of Customer Experiences
3.5.3 Management of Processes of Service Transformation
References
Part II Analysis of Service Quality
4 Models of Service Quality
Abstract
4.1 GAP Models of Service Quality
4.1.1 GAP Model by Parasuraman/Zeithaml/Berry
4.1.2 Variations of the GAP Model
4.2 Grönroos’ Service Quality Model
4.3 Service Quality Model by Meyer and Mattmüller
4.4 Dynamic Process Model by Boulding et al.
4.5 Relationship Quality Model by Liljander and Strandvik
4.6 Qualitative Satisfaction Model by Stauss and Neuhaus
4.7 Model of E-Service Quality
4.8 Model of E-Health Service Quality
References
5 Measuring Service Quality
Abstract
5.1 Customer-Oriented Measurement Approaches
5.1.1 Objective Measurement Approaches
5.1.2 Subjective Measurement Approaches
5.1.2.1 Feature-Oriented Measurement Approaches
5.1.2.2 Incident-Oriented Measurement Approaches
5.1.2.3 Problem-Oriented Approaches to Measurement
5.2 Company-Oriented Measurement Approaches
5.2.1 Management-Oriented Measurement Approaches
5.2.2 Employee-Oriented Measurement Approaches
References
Part III Planning the Quality Management for Services
6 Strategic Orientation of Quality Management for Services
Abstract
6.1 Requirements for Quality Management for Services
6.2 Tasks and Instruments of Planning a Quality Management System for Services
6.3 Quality Management Strategies
6.3.1 Significance and Types of Quality Management Strategies
6.3.2 Expectation Oriented Strategies
6.3.2.1 Strategic expectation management
6.3.2.2 Market Oriented Strategies
6.3.2.3 Customer Oriented Strategies
6.3.2.4 Excursus: Termination of Unwanted Customers (Termination Quality)
6.3.2.5 Competition Related Strategies
6.3.3 Performance Related Strategies
6.3.3.1 Market Related Strategies
6.3.3.2 Customer Related Strategies
6.3.3.3 Competition Related Strategies
References
7 Operational Design of Expectation Management for Services
Abstract
7.1 Tasks of Expectation Management
7.2 Determinants of Customer Expectations as a Starting Point for Expectation Management
7.3 Instruments of Expectation Management
7.3.1 Measuring and Analyzing Customer Expectations
7.3.2 Control of Customer Expectations
7.3.2.1 Direct Expectation Management
7.3.2.2 Indirect Expectation Management
References
8 Operational Design of Quality Management for Services
Abstract
8.1 Quality Management Loop
8.2 Instruments of Quality Planning
8.2.1 Overview of the Instruments
8.2.2 Integration of Instruments for Quality Planning
8.3 Instruments of Quality Control
8.3.1 Employee Related Instruments of Quality Control
8.3.1.1 Quality Oriented Recruitment
8.3.1.2 Quality Oriented Personnel Deployment
8.3.1.3 Quality Oriented Personnel Development
8.3.1.4 Quality Oriented Incentive Systems for Employees
8.3.2 Culture Related Instruments of Quality Control
8.3.3 Organization Related Instruments of Quality Control
8.3.3.1 Quality Related Organizational Structure
8.3.3.2 Quality Related Process Organization
8.3.4 Integration of Instruments for Quality Control
8.4 Instruments of Quality Auditing
8.4.1 Instruments of Internal Quality Auditing
8.4.2 Instruments of External Quality Auditing
8.4.3 Integration of Instruments for Quality Auditing
8.5 Instruments of Quality Management Documentation
8.5.1 Overview of the Instruments for Documentation
8.5.2 Integration of Instruments for Quality Management Documentation
8.6 Integration of the Phases into a Comprehensive Quality Management System
References
Part IV Implementation of Quality Management for Services
9 Implementation of Quality Management for Services
Abstract
9.1 The Need for a Systematic Implementation of Quality Management
9.2 Barriers to the Implementation of Quality Management
9.3 Approaches to Implementing Quality Management
9.3.1 Structure Oriented Approaches
9.3.2 System Oriented Approaches
9.3.3 Culture Oriented Approaches
9.4 Design of the Implementation of Quality Management
References
10 Importance of Quality Awards for Service Companies
Abstract
10.1 Characteristics and Systematization of Quality Awards
10.2 Overview of Selected Quality Awards and Quality Prize Models
10.2.1 The EFQM Excellence Model as the Starting Point
10.2.1.1 The EFQM Excellence Model 2013
10.2.1.1.1 Basic Concepts of Excellence in the EFQM Model 2013
10.2.1.1.2 Criteria Model of the EFQM Model 2013
10.2.1.1.3 RADAR logic of the EFQM Model 2013
10.2.1.2 The EFQM Model 2020
10.2.1.2.1 Principles of the EFQM Model 2020
10.2.1.2.2 Segments of the EFQM Model 2020
10.2.1.2.3 Criteria of the EFQM Model 2020
10.2.1.2.4 Function of the EFQM diagnostic tool RADAR in the EFQM Model 2020
10.2.2 The European EFQM Global Award
10.2.3 The German Ludwig-Erhard-Preis
10.2.4 The Swiss ESPRIX Swiss Award for Excellence
10.2.5 The Austrian National Award for Corporate Quality
10.3 Use of Quality Award Models to implement quality management
10.4 Critical Assessment of Quality Awards
References
11 Certification of the Quality Management of Service Companies
Abstract
11.1 Term and Framework Conditions of Certification
11.2 Goals of Certification
11.3 Process of Certification
11.3.1 Selection of the Certification Body
11.3.2 Decision on the Certification Standard
11.3.3 Preparing for Certification
11.3.4 Course of Certification
11.4 Benefits of Certification
11.5 Critical Assessment of Certification
References
Part V Quality Controlling for Services
12 Concept of Quality Controlling for Services
Abstract
12.1 Concept and Functions of Quality Control
12.2 Components of Quality Control
References
13 Process Controls in Quality Management
Abstract
13.1 Basics of Process Controls in Quality Management
13.1.1 Concept of Process Controls
13.1.2 Goals of Process Controls
13.2 Types of Processes in the Context of Quality Management
13.2.1 Performance Processes (Core Processes)
13.2.2 Support Processes
13.2.3 Leadership Processes
13.3 Methods of Process Control
13.3.1 Methods for Controlling the Schedule
13.3.2 Methods for Controlling Activity Planning
13.3.3 Methods for Controlling Resource Planning
13.4 Critical Assessment of Process Controls in Quality Management
References
14 Effectiveness Controls in Quality Management
Abstract
14.1 Basics of Effectiveness Control
14.1.1 Effect Components of Effectiveness Control
14.1.2 Instruments of Effectiveness Control
14.1.2.1 Instruments for the collection of the psychological effects of quality management
14.1.2.2 Instruments for measuring the behavioral effects of quality management
14.2 Effectiveness Controls by Success Chain Controlling
14.2.1 National Customer Barometers as a Conceptual Basis
14.2.1.1 Concept of national customer barometers
14.2.1.2 Use of national customer barometers for effectiveness control
14.2.1.3 Representation of the European Performance Satisfaction Index (EPSI)
14.2.1.4 Critical assessment of national customer barometers
14.2.2 Effectiveness Controls Through Company Specific Customer Barometers
14.3 Critical Assessment of Efficiency Controls
References
15 Efficiency Controls of Quality Management
Abstract
15.1 Costs of Quality Management
15.1.1 Concept of Quality Costs
15.1.2 Activity Oriented Classification of Quality Related Costs
15.1.3 Effect Oriented Classification of Quality Related Costs
15.1.4 Failure Cost Accounting
15.1.5 Determining the Costs of Quality Management
15.1.6 Critical Assessment of the Concept of Quality Related Costs
15.2 Benefits of Quality Management
15.2.1 Internal Benefit of Quality Management
15.2.2 External Benefit of Quality Management
15.2.3 Determining the Benefits of Quality Management
15.3 Cost-Benefit Analysis of Quality Management
15.3.1 Static Efficiency Key Figures
15.3.2 Dynamic Efficiency Key Figures
15.4 Critical Assessment of Efficiency Control
References
16 Summary: Ten Steps to Successful Quality Management for Services
Abstract