Management of service quality – differences in values, practices and outcomes

This article concerns a study with the purpose of identifying differences in the management of quality between manufacturing, private service and public service organisations. A questionnaire was sent to members of the Swedish Association for Quality. Some interesting differences were identified. Customer orientation is highest in the private service sector and lowest in the public service sector. The manufacturing companies’ usage of ISO 9000 is extremely high and their usage of the Swedish Quality Award is fairly low whereas the public service organisations use both these two models equally. This corresponds with the finding that ISO 9000 produces better results in the manufacturing sector whereas The Swedish Quality Award produces better results in the service sector. Generally, the indication is that quality management is most successful in the manufacturing sector and least successful in the public service sector. There is also a difference in that improvements in the manufacturing sector are more often about the processes whereas the organisations within the public service sector more often report improvements regarding personnel.