Critical quality chain analysis and evaluation based on quality loss in service industry

Service quality is hard to be controlled and evaluated because it is intangible, heterogeneous, and inseparable. Thus improving service quality is the key way to maintain and accelerate competitiveness. Customer satisfaction is always the index to measure service quality. The object to be evaluated and analyzed is only one process of the product line in traditional quality management. In service industry under global economic mode, all service processes related to service quality are regarded as one process network. For the scientific analysis and evaluation on the quality process network, a creative systematic approach is put forward in this paper, in which the relationship between the capability process indices and the quality loss is interpreted according to Taguchi method, and the measure is presented to assess capability indices of service providing process network By using the basic theory of PERT/CPM, a programming model of the critical quality chain evaluation in service process network is developed, and the analysis approach of the service process network is put forward. With this method, information can be provided for manager to reduce service costs. Finally an example is given to illustrate above method.