Perry Manages an X-Ray Imaging Services Clinic Housed Adjacent to a Large

Perry manages an X-ray imaging services clinic housed adjacent to a large hospital in a major metropolitan area. Although customers are regularly surveyed to determine the level of service they perceive to be receiving, Perry finds it difficult to determine if the clinic is providing the level of service which would qualify it as an ISO 9000 firm. He explains that the volume of patients requiring urgent care on some days is more acute than on other days. He is confident that the staff is providing the same level of quality on busy days, but surveys indicate that patients do not particularly rate their clinic experience as particularly good on those days. He expects this dilemma because he understands from his recent business class that service companies find it challenging to provide the same high level of service all the time.