Browse > Article

Development of Quality Cost Measurement Items in Service Industry  

Lee, Maeng-Jeon (Department of Industrial and Management Engineering, University of Incheon)
Park, Jung-Oun (Department of Industrial and Management Engineering, University of Incheon)
Chung, Young-Bae (Department of Industrial and Management Engineering, University of Incheon)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.35, no.3, 2012 , pp. 148-154 More about this Journal
Abstract
The purpose of this study is to develop measurement items for quality cost in service industries. Quality cost is necessary in order to evaluate quality management activities. It is clear that the quality cost in service industry is different from manufacturing industry. Generally, in service industries, quality cost is very difficult to assess because it has a unique characteristics. This paper proposes an effective method for measuring quality cost in service industries. Based on the PAF (Prevention, Appraisal, Failure) cost model, we utilizes the concept of five demensions in SERVQUAL which are tangibles, reliability, responsiveness, assurance, empathy. This paper also presents to a standard model for quality cost measurement in service industries.
Keywords
Quality Cost Measurement Item; PAF model; Service Quality; Service Industries;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 정영배; "전력산업에서의 품질경영 활동의 평가척도", 산업경영시스템학회지, 24(63) : 89-99, 2001.
2 정영배, 김연수, 김준홍; "웹 기반의 품질코스트 관리 시스템 구축 : 제1부; 시스템 설계", 산업경영시스템학회지, 27(3) : 97-105, 2004.
3 정영배, 김연수; "웹 기반의 품질코스트 관리시스템 구축 : 제2부; 시스템 구축", 산업경영시스템학회지, 27(4) : 179-186, 2004.
4 정영배, 김연수; "금융업에서의 서비스품질에 관한 연구", 산업경영시스템학회지, 32(4) : 235-240, 2009.
5 정영배, 김연수; "품질개선분야에서의 품질코스트모델의 적용", 산업경영시스템학회지, 34(3) : 71-78, 2011.
6 Asher, J. M.; "Cost of quality in service industries," International Journal of Quality Reliability Management, 5(5) : 38-46, 1988.   DOI
7 Bohan, G. P. and Horney, F. N.; "Pinpointing the real cost of quality in a service company," National Productivity Review, 10(3) : 309-317, 1991.   DOI
8 Burns, C. R.; "Quality costing used as a tool for cost reduction if the machine-tool industry," Quality Assurance, 2(1) : 25-32, 1976.
9 Campanella, J.; Principles of Quality Costs, 3rd ed, ASQ Quality Press, 1999.
10 Dahlgaard, J., Kristensen, J., and Kanji, K.; "Quality Costs and Total Quality Management," Total Quality Management, 3(3) : 211-222, 1992.   DOI
11 Feigenbaum, A. V.; Total Quality Control, 3rd Ed Revised, McGraw Hill, 1991.
12 Juran, J. M. and Gryna, F. M.; Quality Control Handbook, 4th Ed, McGraw-Hill, 1995.
13 Parasurman, A., Zeithaml, V. A., and Berry, L. L.; "SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, 64(1) : 12-40, 1988.
14 Parasurman, A., Zeithaml, V. A., and Berry, L. L.; "Refinement and Reassessment of the SERVQUAL Scale," 67(4) : 420-450, 1991.
15 Quality management systems. Fundamentals and vocabulary, ISO 8402, ISO 8402 : 1994.
16 Schrader, L. J.; "An engineering organization's cost of quality program," Quality Progress, 19(1) : 29-34, 1986.
17 Shaw R. A.; "A Quality Model for Hospitala," Quality Progress, May : 41-45, 1987.
18 Vaxevanidis, N. M. and Petropoulos, G.; "A Literature Survey of Cost of Quality models," Annals of the Faculty of Engineering Hunedoara-Journal of Engineering, 3 : 274-283, 2008.