2022, Vol. 9, No. 1. - go to content...

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DOI: 10.15862/01ECOR122 (https://doi.org/10.15862/01ECOR122)

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Kostrova Yu.B., Shibarshina O.Yu. On the issue of determining the quality of industrial services. Russian journal of resources, conservation and recycling. 2022; 9(1). Available at: https://resources.today/PDF/01ECOR122.pdf (in Russian). DOI: 10.15862/01ECOR122

On the issue of determining the quality of industrial services

Kostrova Yuliya Borisovna
Moscow Witte University
Ryazan branch, Ryazan, Russia
E-mail: ubkostr@mail.ru
ORCID: https://orcid.org/0000-0002-5693-2267
RSCI: https://www.elibrary.ru/author_profile.asp?id=773545

Shibarshina Olʹga Yurʹevna
Moscow Witte University
Ryazan branch, Ryazan, Russia
E-mail: oshibarshina@mail.ru
ORCID: https://orcid.org/0000-0002-8843-9661
RSCI: https://www.elibrary.ru/author_profile.asp?id=896685

Abstract. In this article, the authors, using specific examples, consider the process of determining the quality of industrial services. The starting point is the assertion that improved scientifically based approaches to improving the quality of services will contribute to the construction of efficient industries adapted for the functioning of enterprises in modern conditions. It is shown that when considering the quality of products, we are talking about the properties of a material object, and when considering the quality of a service, we are talking about the characteristics of actions. The proposed author’s position makes a certain contribution to the development of the theory of service quality management, allows a deeper understanding of the concept and essence of the quality of production services, and substantiates the directions for creating quality management systems in this area. The authors focus on the possibility of using the results of the study by the management of industrial enterprises in improving management processes and assessing the quality of services received. Based on the results of the study, the conclusion was drawn that the definition of the quality of industrial services is associated with a number of difficulties, since the assessment of quality indicators is largely of an expert nature. For Russia, knowledge of quality management methods for industrial services is especially important because many private companies providing such services, which appeared almost simultaneously, have not yet managed to form a reputation among their consumers that would help them conquer the market. At the same time, the quality management system for industrial services must be designed using the experience of managing the quality of industrial tangible products and taking into account the features characteristic of this field of activity.

Keywords: quality; quality management; service; quality of services; service provider; service recipient; economic activity; industrial service

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