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Describes how Milliken embarked on its pursuit of excellence in customer satisfaction. Its main means of doing this is by an annual customer survey carried out by an independent firm of consultants. Outlines the lessons learned since these surveys were started in 1985. This includes the...
Companies have increasingly undertaken customer service initiatives only to find their programmes beset with difficulties. Addresses the problems and pitfalls of initiating and sustaining a customer service programme. Provides practical advice on how to ensure that initiatives improve customer...
Examines ways in which the information technology (IT) function can be more responsive to its customers. Puts forward a seven‐step plan, with the emphasis on action. The goal is to use IT to improve the two key factors – service as perceived by the customer and cost effectiveness.
New research suggests that the role of service in customer retention is more critical than ever in the 1990s. The Forum Corporation recently embarked on a large‐scale research project in North America, Asia and Europe to find out how today’s customers define quality in relation to sales and...
An important but much neglected aspect of service quality is integrity. Discusses the nature and benefits of service integrity. Begins by discussing what service integrity is and why it is important. Describes and discusses integrity breakdowns and the business benefits of service integrity....
Scottish local government over the past 15 years has experienced almost continual pressure for change. Examines the outcome of a seminar with professionals in local government which considered those factors which affect staff motivation and morale in this climate of change. One question examined...
The basic ingredients of most total quality initiatives are the customer relationships. However, the concept of “customer” may not be sufficient to improve people in organizations to greater effort. The structure of many organizations is based on control rather than on service. Some...
Before 1983 there was much criticism of the level of service at British Airways. Describes how British Airways has moved since then to the position of being able to call itself “The World’s Favourite Airline”. This took place by means of four staff programmes, “Putting People First”,...
The University of Pennsylvania is committed to total quality management. Describes the genesis of the TQM effort in the administrations of the University and in the Wharton School’s MBA curriculum which has been developed using TQM principles. Describes these early activities, together with...
Examines, in the form of a second amusing discussion, ways in which total quality can be implemented in a company. Looks at the role of managers and how their roles would be affected by the introduction of total quality. Concludes that education could be the key to helping managers to change.
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