The process of managing the quality of services delivered to a customer according to his expectations . It basically assesses how well a service has been given, so as to improve its quality in the future, identify problems and correct them to increase customer satisfaction. All activities and tasks needed to maintain a desired level of excellence. This includes creating and implementing quality planning and assurance, as well as quality control and quality improvement. It is also referred to as total quality management.

  • Service strategy and service offerings
  • Spare parts management
  • Returns, repairs, and warranties
  • Field service management or field force effectiveness
  • Customer management
  • Assets, maintenance, task scheduling, event management