THE SERVICE QUALITY IMPROVEMENT STRATEGY - IDENTIFYING PRIORITIES FORCHANGE

The quality improvement strategy (QIS) helps managers decide where cha nges in an organization's services will improve its competitiveness. T he QIS measures customer perceptions of the organization's services re lative to its competitors' offerings (competitiveness) and relative to what its offerings ought to be (satisfaction). The QIS logic uses the intersection of competitiveness and satisfaction data for each servic e to identify and prioritize improvements that will result in a compet itive advantage.