Reliability of service systems and an application in student office

Abstract

Service processes have different performance requirements than those of production processes because of their characteristics. In literature, a few studies can be seen in the field of reliability of service processes. Generally, reliability of service processes is taken into consideration in a verbal sense and regarded that “reliability is satisfied by delivering service to customers on time.” In this study, a procedure to determine the reliability of service processes is suggested and the procedure is applied in a student’s office.

Citation

Gu¨nes, M. and Deveci, I. (2002), "Reliability of service systems and an application in student office", International Journal of Quality & Reliability Management, Vol. 19 No. 2, pp. 206-211. https://doi.org/10.1108/02656710210413525