Operations Management

Objective

Using Victorian Rural Ambulance Services Special Report No. 51 (the report) this paper will analyse different concepts of quality in an ambulance service and then explore how to define and measure quality in relation to the report. Included within this objective will be a review of the relevant literature relating to service quality.

Furthermore, an analysis of the different methods of optimising location decisions will be undertaken. This will be followed by the application of two of the analysed methods to findings contained within the report that relate to the location of ambulance service resources.

These analytical stages will be followed by conclusions and reflections.

Part 1

Literature Review

The notion of ‘service quality’ is attracting increasing attention from academics and industry alike. Indeed, this is not surprising when one considers that service industries are the new dominant force in economic activity. Yet, what is service quality and ...