Welcome to the Sampson Wiki!

From Dr. Scott Sampson's Understanding Services Businesses Book

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.

Service Business Principles

[up to index]

== Public sections == * [[usb:toc|Understanding Service Businesses]] book. * [[ibm:ssme:ust|UST paradigm for Service Science]] * [[ibm:ssme:cambridge07|Cambridge 2007 notes]] ---- * [[:start]] * [[http://services.byu.edu/sw/doku.php?do=index|Site map]] * [[http://services.byu.edu/sw/doku.php?do=recent|Recent Changes]] * [[:wiki:dokuwiki|Help]] == Private sections == * [[gscm:pub|BYU GSCM student recruiting]] * [[ibm:scm|IBM SCM case study]] * [[cos:top|Commoditization of Services]] research

Personal Tools