Modified closed loop model for service performance management

Abstract

Purpose The purpose of this paper is to develop an integrated closed loop performance management model for service industries. Design/methodology/approach The service performance of any organization is measured by considering qualitative and quantitative dimensions. The qualitative dimension includes the service quality factors. In order to measure the service quality precisely, fuzzy analytical hierarchy process (FAHP) has been employed in this paper. The data pertaining to both qualitative and quantitative dimensions are combined using extended Brown‐Gibson (EBG) model to measure the service performance. As an improvement process, fuzzy quality function deployment (FQFD) has been employed to redesign the existing services. A case study from automobile repair shops illustrates the usability of the model. Findings The developed model quantifies service performance and ensures the improvement of the service process. The proposed model takes into account the uncertainty that occurs while capturing the subjective assessment from customers and service engineers. The case study shows that the model can be used to gain service process understanding and identify significant factors for redesigning. Detailed results are presented. Originality/value The paper describes a novel method for service performance management. Fuzzy assessment of customers' feedback and service managers' feedback is much closer to human thinking than methods based on crisp numbers.

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