Research Information System
International Journal of Quality and Reliability Management, vol.19, no.2, pp.206-211, 2002 (Scopus)
Service processes have different performance requirements than those of production processes because of their characteristics. In literature, a few studies can be seen in the field of reliability of service processes. Generally, reliability of service processes is taken into consideration in a verbal sense and regarded that "reliability is satisfied by delivering service to customers on time." In this study, a procedure to determine the reliability of service processes is suggested and the procedure is applied in a student's office. © MCB UP Ltd.