Unit 13: Service Recovery

Ambitious manufacturers strive for a quality goal known as “zero defects,” which is an effort to eliminate <EM>all</EM> defects. Implied in the zero-defects philosophy is the idea that defects are avoidable, and that if the company removes the causes of defects, the defects will cease to occur. This may be true in manufacturing processes, but generally not true of service processes. Why not? Because of problems described in the Service Business Principles of the last few units. Customer content makes even the most well-thought-out and well-executed service process subject to occasional “defects.” In this unit we will consider issues surrounding defect management.

• SBP 13a: The Unforgiving Product Syndrome
• SBP 13b: Rework Plus
• SBP 13c: Early Communication/Early Recovery