discussion 1

· Provide an example of attributes and variables measurements in two service organizations. Refer to Table 8.1 on page 378 for sample service organizations, however, do not use these service organizations. Hint: draw from work experiences or other examples you see in your daily life.

· Be sure to

· identify the criteria as either attribute or variable!

TABLE 8.1

Quality Measurements in Service Organizations

Organization Quality measure

Hospital- Lab test accuracy Insurance claim accuracy On-time delivery of meals and medication

Bank- Check-processing accuracy

Insurance company- Claims-processing response time Billing accuracy

Post office- Sorting accuracy Time of delivery Percentage of express mail delivered on time

Ambulance- Response time

Police department- Incidence of crime in a precinct Number of traffic citations

Hotel- Proportion of rooms satisfactorily cleaned Checkout time Number of complaints received

Transportation- Proportion of freight cars correctly routed Dollar amount of damage per claim

Auto service- Percentage of time work completed as promised Number of parts out of stock