This morning I started some R&D prototyping on measuring Services Quality. Started with SERVQUAL model by Zeithaml, Parasuraman & Berry. Put together a simple spreadsheet model for GAP #1. The approach is similar in format to Peter Marks’ [Design Insight] measurement of customer perception of product desirability. Since Services are purchased and experienced similar to products the approach is sound to use once adapted using service attributes. The addition I’ll be modeling the next week or so will be to tie together all the gaps in the SERVQUAL model to the enterprise asset hierarchy I’ve been working on as well as create a correlation / traceability matrix. The model will be posted online in the additional materials folder one I finish and publish the book.
Filed under: Enterprise Architecture 
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