Preventive Service Management: Towards Pro-Active Improvement Of Service Quality

Abstract

The operation of service providing systems and organizations is challenging, as services typically incorporate a broad set of resources and a complex and sophisticated work practices that fulfill the needs of different consumers. At the same time, the lack of resources allocated for service operations or their mismanagement can yield negative results that are likely to affect customers’ experiences. The paper devises a new framework for implementing preventive service systems that manage complaint prevention operations. Such complaint management may proactively avert service malfunctions and consequent customer complaints. The framework is based on extensive use of IT systems that continuously monitor the infrastructure for service provision in a cycle of activities that includes detection and prevention of service failures, notification of service malfunctions to customers as a part of their service provision, and follow-up operations. The implementation of the framework presented is exemplified by the case of a large telecommunications operator.