Abstract: This work discusses an innovative methodology for
deployment of service quality characteristics. Four groups of organizational features that may influence the quality of services are identified: human resource, technology, planning, and organizational
relationships. A House of Service Quality (HOSQ) matrix is built to
extract the desired improvement in the service quality characteristics
and to translate them into a hierarchy of important organizational
features. The Mean Square Error (MSE) criterion enables the
pinpointing of the few essential service quality characteristics to be
improved as well as selection of the vital organizational features. The
method was implemented in an engineering supply enterprise and
provides useful information on its vital service dimensions.