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Essay / Research Paper Abstract
This 3 page paper looks at prevention, appraisal, and external failure of cost and quality practices as applied to customer service processes. Bibliography lists 3 sources.
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3 pages (~225 words per page)
File: RT13_SA845q.rtf
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Unformatted sample text from the term paper:
be applied to customer service processes. It should also be noted that the ECL model, for example, sees cost minimization as associated with the balance of prevention and appraisal costs
against the costs of both internal and external failure (Chapman, Hopwood & Shields, 2007). Yet, it seems as if by focusing primarily on prevention and appraisal, there is a savings.
For example, authors reveal that Ittner (1996 as cited in Chapman, Hopwood & Shields, 2007) states additional investment in both appraisal and prevention activities prove to have cost-saving features. It
is prudent to rely on all of the evidence in order to make changes, but it does seem that prevention and appraisal practices are more likely applicable to customer service
processes. A company should however first and foremost focus on prevention. That is, if a firm can implement strategies to prevent problems with customer service in the first place,
there will be substantial benefits. Of course, prevention expenses will vary (Chapman, Hopwood & Shields, 2007). Thus, it is also prudent for firms to evaluate the coast of the
strategies prior to implementation. That said, customer service is important in the scheme of things and it would be prudent for a firm to use preventative measures to thwart competition
and also to see that the firm stays on course. In order to create a viable and valuable customer service program that takes prevention into account, one should also
evaluate how measures affect performance in the customer service process. One internal performance measure is associated with customer reaction to services or quality of service (Blyth & Worthington, 2001). It
seems that when examining this topic, while preventative strategies are desirable, it is also prudent to evaluate customer service through the customers eyes. This may include using feedback methods such
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