ABSTRACT
This chapter provides a brief discussion of problem solving and presents some of the most commonly used tools in service quality. It addresses both qualitative and quantitative tools applicable for the service industry. The chapter discusses the principles of problem solving as they relate to the team environment. It focuses on a six-step approach which is simple and quite appropriate for the service industry. The approach is as follows: identifying the problem, generating alternative solutions, evaluating the alternative solutions, decision making, implementing the decision, and following up to evaluate the solution. All problems can be solved by either an individual and/or a team. Delphi Method is used in formulating goals, obtaining consensus, and soliciting undefined information. It is an excellent tool for identifying future trends in service. Cross-Impact Analysis depicts the interrelatedness between events using a matrix analysis. It examines events in the context of their local setting.
