what is a reply to this response to a discussion - Hi Caniche, great discussion about the quality management of services. I'd like to add to your post that the key difference between goods and services is that the service is consumed at exactly the same moment it is provided. This makes it impossible for the company to examine, evaluate, and redo the service if it doesn't meet the company standards before sending it to the customer. That brings us to the key challenge of quality management in service - it requires constant training of the personnel, both new and current workers. Also, to ensure the highest possible quality of service, companies reach for simplification and standardization. There are multiple instruments for that, and some of them were included in your post. However, I've found some others that are worth mentioning: Service Blueprinting: Service blueprinting is a technique used to visually map out the service delivery process, identifying potential points of failure and opportunities for improvement. The design of a service blueprint involves four steps: the identification of all necessary processes, the isolation of fail points, the establishment of time frames, and a cost-profit analysis (Kostopoulos et al., 2012). Technology