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