Process management as basis for quality management in service industry

Service delivery processes and service consumption processes are partially and sometimes completely overlapped. This means that there is no room for quality control and prevention of other forms of poor quality output. This is why modern service quality management should be based on controlling the process of providing such services. The purpose of this paper is to propose a framework for managing service quality by tracking performance indicators of processes responsible for rendering observed services. The paper describes a case study of the managing service quality by managing processes in National Employment Agency in Serbia (NEA) and significant improvements of service quality were achieved through the application of proposed framework. This paper helps clarify how the quality of services can be managed in the process of their provision. Key words: Business process management.