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HOW TO EVALUATE THE QUALITY OF INSPECTION

It is difficult to evaluate the quality of inspection service objectively, some experts did establish one basic evaluation model based on psychology and behavior which named 5 GAP model including “The Knowledge Gap”, “The standards Gap”, “The Delivery Gap”, “The Communications Gap”, “The Feeling Gap”. The service quality is assessed by examining the cognitive gap between the company, the inspector and the owner.

Gap 1 is essentially measured as the difference in actual customer expectations and perception of managers about customer expectations.

Inspection company is not able to understand the demand of principal definitely accurate and correct, then how to evaluate the quality of service inspection by the principal? What kind of service can meet the demand of the principal and what level of inspection service being provided can make the principal feel the high quality of service? Let’s see one example, inspector's background information including title, professional, qualifications, certificates, etc. had been already provided by inspection company, but principal may care more on whether inspector can stick on-site, or whether his attitude is serious, or whether he is performing his duty. There is sometimes that principal would flight check without notify to check inspector assigned by inspection company whether he does perform his duty, this activity from the principal is in fact based on distrust on inspection company. If the findings do not match expectations from the principal and/or the company's commitment, it will lead to poor evaluation of service quality.

Gap 2 is measured as the distance between the perception of management of organization and service standards according to customer experience.

The inspection company may not establish a quality standard and quality system in a match with the expectation of principal because of limit resources and market condition, or even having established, but not implement fully, or the problem appeared do expose lack of effective control, correct and Improvement which make one gap that quality system of service from inspection company is not able to meet customer’s expectation or even exceed it.

Gap 3 is defined as the difference between experience specification and the actual delivery of experience to the customer.

Because of the inspector’s different capability and performance such as lack of training, lower remuneration, sinking morale, poorly equipped, etc., together with the interference of principal or factories, it will make the whole process of inspection service to be influenced by a lot of uncertain negative factors which lead to the product not meet the requirement of quality standards. In practice, it will be shown that PIM is not held or even held but the quality is not high which lead to that the necessary technical information is not transmitted successfully.

Gap 4 is signified as the difference between the actual delivery of experience to customers and the communication with customers.

The relationship between the commitment and the actual service provided is influenced by each other through communication, much higher your commitment will lead to higher expectation from customer, if it is not fulfilled it may have the gap. For example, if you confirmed to provide the inspector as register equipment inspector with NDT certificate level II, but in fact, the attending inspector is only normal inspector, then it results in the gap.

Gap 5 is referred to as the gap between expected and perceived quality of service.

When the quality of service perceived by the customer is shown beyond the expectation, the quality of service is considered good, but on the contrary, it will be poor. So the judgment on service quality is relying on how big of the extent of service quality beyond the expectation. For example, if a customer is professional in the inspection business, then the service provided shall have considerable quality, otherwise, it will be very difficult to make him satisfied; if a customer is a beginner, the service provided shall improve process gradually to guide his expectation.