Think about a recent personal service you purchased (It could either be a separate service or part of a goods purchase). Review the most important factors of service quality listed on p. 19 in Chapter 1 and also summarized on the course website under Chapter 1’s PowerPoint slide #14. Write up your evaluation in terms of the service dimensions that may apply. Did the service meet your expectations? How did the cost paid compare to the service quality? Would you buy from this organization again and/or recommend it to others?
Dr. Deming – The 5 Deadly Diseases 1984 (Links to an external site.)