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Argues that, effectively, customers will give as good as they get. Puts forward the arguments why this should be the case, and why the main catalyst ‐ ever keener competition ‐ has made it so. Suggests that there is no disagreement that customer loyalty is the goal, but claims that this...
Describes an attempt in Israel to put a “product” emphasis on a service environment, through offering guests on a vacation a service warranty that they will provide a “perfect vacation” ‐ or meet the guaranteed penalties in terms of compensation. Describes the nature of the warranty to...
Argues that, in the world of financial services, many managers find the transition from traditionalist to team player a difficult challenge. Yet quality initiatives demand a team‐based approach, and managers need to do more than simply set up new structures, or flatten hierarchies, to initiate...
Examines an approach for introducing total quality management (TQM) in a small safety, engineering and management consultancy. The assessment of the organizational climate using a questionnaire survey followed by a series of meetings with staff to explain the results was found to be an effective...
Considers the UK Quality Award and its progress since its launch just over three years ago, and reflects on what it has achieved in that time. Provides a profile of the two 1996 winners together with brief notes on the five other short‐listed companies.
Four Baldrige Awards were awarded in 1996. Offers brief profiles of each of the four winning companies, together with some insights into their journey towards excellence.
As technology and organizational structures grow more complex, the struggle for product differentiation intensifies, and customers become product experts, companies can no longer rely on the old strategies for sales success. To address today’s demands, organizations must examine their methods,...
Reviews the current state of the US‐based Malcolm Baldrige National Quality Award scheme and poses the question: who wins as quality improves? Outlines a number of arguments for benefits to many stakeholders, and reviews figures from the National Institute of Standards and Technology...
Fashion retailer Jaeger is an award winner for customer service. Looks at the background of the company, how that led up to a focus on customer satisfaction, and the efforts ‐ including customer profile cards, local marketing, communications programmes, and more ‐ that were made to get to...
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