Managing Quality in the EService System: Development and Application of a Process Model uri icon

abstract

  • In this paper, we develop a process model for assessing and managing eservice quality based on the underlying components of the eservice system and, in turn, address the growing need to look in more detail at the system component level for sources of poor quality. The proposed process model is comprised of a set of entities representing the eservice system, a network defining the linking between all pairs of entities via transactions and product flows, and a set of outcomes of the processes in terms of quality dimensions. The process model is developed using Unified Modeling Language (UML), a pictorial language for specifying service designs that has achieved widespread acceptance among eservice designers. Examples of applications of the process model are presented to illustrate how the model can be use to identify operational levers for managing and improving eservice quality.

published proceedings

  • Production and Operations Management

author list (cited authors)

  • Field, J. M., Heim, G. R., & Sinha, K. K.

citation count

  • 79

complete list of authors

  • Field, Joy M||Heim, Gregory R||Sinha, Kingshuk K

publication date

  • December 2004