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Teamwork and customer focus are important aspects of total quality. The research described in the paper investigated change agents and activities that affect development of these areas. Effects of human motivation and work attitude factors on teamwork and customer focus were investigated using...
Pharmaceutical care has caused considerable attention in the pharmacy literature, because this concept alters the care and services that pharmacists provide to the public. In the pharmaceutical care concept, pharmacists must ultimately accept their responsibility not only to dispense drugs but...
The ability of an organization to sustain the delivery of quality products and services is essential to its long‐term success. We believe that this ability is a learnable organizational competence. The systematic study of the organization’s ability to develop and sustain a culture capable of...
The paper deals with the importance of the work of external consultants in firms and of consulting as a function. The study deals with the analysis of external advice within small to medium‐sized enterprises. It tries to reflect the actual importance of external advice sought by firms in trying...
In turbulent, highly competitive markets corporate organisations are faced with the dichotomy of “downsizing” their costs, yet at the same time improving the service that they offer their customers. This paper shows how a more market‐orientated approach can bring greater benefits for...
The pressures driving successful organisations toward top quality services make the measurement of service quality and its subsequent management of overall importance. The study compares four different methods for measuring service quality within an airline setting. Six instruments are used to...
Considers the current state of health‐care provision – noting that the sector is in distress. Suggests that we need to find the root cause of the problems and not just the symptoms. As an example of good practice, points to Shouldice Hospital in Toronto, Canada – a single‐service clinic...
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