Managing total service quality: a systemic view

Abstract

The technical framework within which quality assurance systems develop is well recognised. Likewise, although not as well recognised, the non‐technical framework which affects quality assurance systems is nevertheless an important element to be discerned. While there may be some awareness of the technical and non‐technical interface in quality assurance systems, this is generally not acknowledged and, at worst, treated as separate entities. It is the contention of this paper that the interface between the technical and non‐technical framework must be acknowledged explicitly to achieve effective quality management. In essence, the systemic view which links these two frameworks must be recognised for managing total service quality.

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