TY - GEN
T1 - State-of-the-art-matrix analysis of the cost of quality evaluation in service industries
AU - Palikhe, Himlona
AU - Beruvides, Mario G.
PY - 2011
Y1 - 2011
N2 - Cost of quality (COQ) evaluations are conducted to improve or maintain the level of quality of products or services while decreasing the overall cost of quality. It has been employed in different manufacturing as well as service industries, which in turn has resulted in successful reduction of quality costs. The objective of this study is to review and compile the existing literature on cost of quality evaluation in service industries. Some of the primary service industries that are observed for this study are utilities, banks, financial services, and service business beside others. This paper presents a State-of-the-Art-Matrix (SAM) on the COQ evaluation utilized in different service industries and compares it with a State-of-the-Art-Matrix on the COQ evaluation utilized in other industries. This study will help researchers to have a better understanding of the COQ assessments in service industries. Copyright, American Society for Engineering Management, 2011.
AB - Cost of quality (COQ) evaluations are conducted to improve or maintain the level of quality of products or services while decreasing the overall cost of quality. It has been employed in different manufacturing as well as service industries, which in turn has resulted in successful reduction of quality costs. The objective of this study is to review and compile the existing literature on cost of quality evaluation in service industries. Some of the primary service industries that are observed for this study are utilities, banks, financial services, and service business beside others. This paper presents a State-of-the-Art-Matrix (SAM) on the COQ evaluation utilized in different service industries and compares it with a State-of-the-Art-Matrix on the COQ evaluation utilized in other industries. This study will help researchers to have a better understanding of the COQ assessments in service industries. Copyright, American Society for Engineering Management, 2011.
KW - Cost of quality evaluation
KW - Manufacturing industries
KW - Service industries
KW - State-of-the-art-matrix
UR - http://www.scopus.com/inward/record.url?scp=84879947952&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84879947952
SN - 9781618393616
T3 - Annual International Conference of the American Society for Engineering Management 2011, ASEM 2011
SP - 139
EP - 145
BT - Annual International Conference of the American Society for Engineering Management 2011, ASEM 2011
T2 - Annual International Conference of the American Society for Engineering Management 2011, ASEM 2011
Y2 - 19 October 2011 through 22 October 2011
ER -