In the service industry, the achievement of quality requires a commitment at all levels of the organization and a continual review and improvement of the system, based on feedback of the customer’s perception of the service provided.
The Quality Management System (QMS) must respond to the human aspects involved in service provision and regard positive interaction between service personnel and customers as a crucial part of the service quality.
Processes that deliver the service need to be defined in terms of characteristics that may not be observed by the customer, but which directly effect service performance.
Remedial action is sometimes possible during service delivery, but it is usually not possible to rely on final inspection to influence quality where assessment of a nonconformity may be made immediately by the customer.
Employee motivation, development, communication, and performance are especially important where individuals directly impact the quality of service.