The Incompleteness Theorem of Performance Measurement in Service Quality
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The document discusses the limitations of quantitative measures in assessing service quality, particularly in the context of tap water services. It presents the incompleteness theorem, which states that no measurement system can be both complete and consistent, emphasizing the need for qualitative assessments to capture customer experiences. The author argues that while quantitative measures are important, they cannot fully encompass the subjective nature of service quality and customer satisfaction.
The Incompleteness Theorem of Performance Measurement in Service Quality
- 1. The Incompleteness Theorem of Service Quality Measurement The Limitations of quantitative business excellence assessments Peter Prevos Manager Land Development, Coliban Water (Bendigo, Australia) PhD Candidate, La Trobe University (Melbourne, Australia)
- 2. The Measurement Axiom “What you measure is what you get” Welch, J. (2001). Straight from the gut. Warmer Books.
- 3. The Theorem “Any effectively generated system capable of measuring service quality cannot be both complete and consistent.” The incompleteness theorem will be illustrated using examples from the tap water perspective.
- 4. Tap Water Services ● Physical Parameters – Pressure ● Service failure (no pressure) – Purity ● Biological ● Chemical Measuring water purity is a scientific process.
- 5. Tap Water Services ● Subjective customer experience – Surveys – Taste testing The customer experience is inherently subjective.
- 6. Service Quality Expected Total Perceived Quality Experienced Quality Quality Image • Market Communication • Image • Word-of-Mouth Technical Functional • Customer Needs Quality: What Quality: How The total perceived quality (Based on: Christiaan Grönroos 1990).
- 7. Measurement ≠ Understanding “Too often we measure everything and understand nothing” Welch, J. (2001). Straight from the gut. Warmer Books.
- 8. What does this mean? ● Quantitative – Necessary but not sufficient condition ● Qualitative – Inherently subjective – Narratives of Any specific suite of quantitative service quality targets can not customer experience measure all aspects. Qualitative assessments are required to understand customers.