A retrospective commentary on the article “New Tools for Achieving Service Quality”

Abstract

Abstract Almost 20 years later, the late D. Daryl Wyckoff's ideas and findings regarding service quality still have merit, as confirmed by this commentary by one of professor Wyckoff's colleagues. Building on Wyckoff's examples and illustrations, this article expands on his notion of service management—for example, by noting the success factors of Baldrige-award winners, and the usefulness of gap analysis (e.g., customers' expectations versus the service actually delivered). The fact is that quality-improvement efforts need to be continuous rather than considered a one-time fix. Quality is an ongoing process that many managers describe as a journey rather than a destination. Quality requires hard work, a lot of attention to detail, and money to implement. All the evidence suggests, however, that those willing to make the investment will reap the rewards.