Pursuit of Excellence in Service Quality, Part I

The COVID pandemic has highlighted, and arguably increased, the range of service supply channels and business models, for example: business-to-business and business-to-customer; with additional complexity resulting from using digital platforms, face-to-face, and telematics. We are witnessing the demise of manufacturing capabilities in the western world, corresponding with a dramatic increase in service-based economies. This change begs questions such as: What must be done to ensure excellent quality across these dynamic channels and operational models? Do we really know what our customers regard as good service? Does this perception change across segments and demographics? How can we continue to be ahead of our customers’ desires and aspirations? Is excellent service quality solely measured by ‘fit for purpose’? Can we adapt or adopt manufacturing quality models for services