Describes the characteristics and objectives of the service quality process map (SQPM) and its applications for the customer service function of a large credit card processing centre. Compares the SQPM to a visual road map of how excellent service is created and delivered through the eyes of the customer. Considers that SQPMs can be used as a tool to build management decision support systems.
Collier, D. (1991), "In search of new ′tools′", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028797
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