In this stage, the measurable or quantifiable
characteristics have been defined for each
service characteristic and prioritized from the
HoQ to develop the process control characteristic
matrix. There are some qualitative characteristics,
however, such as “convenience of making calls,”
“voice clarity,” and “well wrapped while delivering
clothes.” An ideal target value for each of these
characteristics has been set. As shown in Table 3,
this matrix includes service process characteristics,
measurement units, measurement scales, and target
values. Some of these characteristics, however,
are application-dependent. In other words, they are
primarily applied to this hotel case study. All service
characteristics are related to multiple service process
elements, each with its own optimal target value.
For example, “phone (long distance and international
line accessibility)” service characteristic is
related to service elements “convenience of making
calls,” “quality of communication” (which is measured
by “voice clarity” and “accuracy of conveyed
words”), and “access to lines.” The measurement
units for these process elements are “interval scale,”
“interval scale,” “percentage,” and “interval scale,”