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Dealing with productivity and quality indicators in a service environment: some field experiences

Bart Van Looy (Co‐ordinator, Service Management Center, Vlerick School of Management and Senior Researcher, Catholic University of Leuven, Belgium)
Paul Gemmel (Assistant Professor, University of Gent and Vlerick School of Management, Belgium)
Steven Desmet (Researcher, University of Gent and Service Management Center, Vlerick School of Management, Belgium)
Roland Van Dierdonck (President, Service Management Center and Partner, Vlerick School of Management, Belgium)
Steven Serneels (Partner, S&V Management Consultants and Part‐time Associate, Vlerick School of Management, Belgium)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 October 1998

Abstract

Notes that the nature of the service process makes the measurement of productivity and quality more difficult. In this paper a methodology to delineate relevant indicators of productivity and quality for services is developed. For both types of indicators, process analysis is a starting point. Insights from activity‐based management are introduced to work out productivity indicators. An approach based on quality function deployment is used to delineate relevant quality indicators. Both approaches are illustrated with case study material. During the process of developing these indicators, it became clear that realizing quality and productivity simultaneously within the service delivery process might imply a trade‐off. Implications and further extensions of this dynamic relationship are discussed within a larger service strategy framework.

Keywords

Citation

Van Looy, B., Gemmel, P., Desmet, S., Van Dierdonck, R. and Serneels, S. (1998), "Dealing with productivity and quality indicators in a service environment: some field experiences", International Journal of Service Industry Management, Vol. 9 No. 4, pp. 359-376. https://doi.org/10.1108/09564239810228867

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MCB UP Ltd

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