|
This chapter analysis the unique differences of service compared to production. Knowing the differences the difficulties of applying quality methods into a service become present. Furthermore, the weaknesses of a common quality appoach of medical service are understood. Finally, a new approach to model quality for medical service is outlined.
4.1 THE NATURE OF SERVICE 41
4.1.1 First Service Element: Supply During Production 41
4.1.2 Second Element: Immateriality of the Offered Performance 41
4.1.3 Third Element: The Integration of an External Factor 42
4.2 SPECIFIC TASKS OF QUALITY IN SERVICE 42
4.3 SUMMARY 43
4.4 SERVICE-ORIENTED QUALITY MODELS 43
4.4.1 The Common Model of Donabedian 44
4.4.2 The Image Model of Grönroos 44
4.4.3 A Pragmatic Development Towards the Model of Meyer 45
4.5 ADEQUATE ORGANISATION OF THE SERVICE PROCESS 50
4.5.1 Principal Types of Organising a Production Process 51
4.5.2 Consequences for Service Organisation 51
| 
> Service and Quality
