Hrvatsko društvo za kvalitetu

Quality as a Service: Testing and Certification Industry in Hong Kong


Author: Lotto Lai

When we are talking about Quality, many people only focus on product quality. It narrows the definition of Quality just for manufacturing related or product related. In the Information Technology (IT) industry, the term “Software as a Service” (SaaS) was very famous that could be referred to as “on-demand software”. It is a software delivery model in which software and its associated information are hosted centrally, so-called “cloud computing” (Recently, Apple’s new service is called iCloud.). I believe that Quality is a kind of service. We always need to provide excellent service so that Quality is also on-demand by customers. Therefore, I propose the concept of “Quality as a Service”. How does the concept of goods quality convert to service quality from an objective measurement to more abstract and elusive service which is intangibility, heterogeneity and inseparability of production and consumption (Parasuraman, Zeithaml, and Berry 1985)? It definitely requires education of the public regarding Quality as a Service (QaaS).


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