Designing a quality-control system in a service organization – a goal programming case-study

Not all service organizations have established formal quality control (QC) procedures. A review of the literature helps develop a list of indicants defining the quality construct. These indicants are, in turn, incorporated into a goal programming model for the design of a QC system in service organizations. A zero–one goal programming model is developed to help select the ‘best’ set of quality control instruments for customer data collection purposes. A real world case study illustrates the application of this model.