THIS PAPER FOCUSES ON THE SERVICE INDUSTRIES AND ADDRESSES CONCEPTS OF IMPLEMENTING QUALITY MEASURES IN- PROCESS AS WELL AS AT COMPLETION OF PROVIDING PRODUCTS OR SERVICES TO BOTH THE EXTERNAL CUSTOMER AND THE INTERNAL CUSTOMER. THE PURPOSE OF THE MEASURE IS TO IDENTIFY PROGRESS MADE IN THE CONTINUOUS IMPROVEMENT OF WORK SEGMENTS (INTERNAL TO THE PROCESS) AS WELL AS PROGRESS MADE AT COMPLETION OF PROVIDING THE FINAL PRODUCT OR SERVICE TO THE EXTERNAL CUSTOMER (THE MARKETPLACE).
