What's an example of an email response - Hi Caniche! Great post on the varying factors of quality management in both services and manufacturing. I would like to expand a bit. I think one of the biggest gaps that lends to the difference in difficulty of quality management in services is that, often, the services provided are consumed simultaneously. In services, there is typically a direct interaction between the provider and the consumer, which can muddy the waters and alter the perception of quality and satisfaction. In services, the provider must be able to manage the customer interactions and feedback effectively, and simulatenously, provide a the service with a high-quality experience for the current customer and others. This difficulty can be mitigated by properly training all staff within the company of the service being provided, empower employees to handle the variability in ways that make sense for the business, standardize some feedback processes so that there is less variability and separation