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Investing in people

Investing in people Suggests that despite the recession, cutbacks in employee development and customer service are illadvised. Some savings end up causing poorer overall performance, including damaging the ability to assess that performance. Asks if savings have, in fact, reduced the frequency of goods deliveries to customers, resulted in longer queues, aggravated customer call waiting or made loyal customers pay for disloyal customers. Concludes that reducing quality is costly and the recession can be viewed as an opportunity to improve the whole organization. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The TQM Magazine Emerald Publishing

Investing in people

Davies, Paul
The TQM Magazine , Volume 3 (4) – Apr 1, 1991
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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0954-478X
DOI
10.1108/09544789110032160
Publisher site
See Article on Publisher Site

Abstract

Suggests that despite the recession, cutbacks in employee development and customer service are illadvised. Some savings end up causing poorer overall performance, including damaging the ability to assess that performance. Asks if savings have, in fact, reduced the frequency of goods deliveries to customers, resulted in longer queues, aggravated customer call waiting or made loyal customers pay for disloyal customers. Concludes that reducing quality is costly and the recession can be viewed as an opportunity to improve the whole organization.

Journal

The TQM Magazine – Emerald Publishing

Published: Apr 1, 1991

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