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A force for change

A force for change Outlines the Metropolitan Polices approach towards developing performance indicators to assist in gauging the quality of their service and the use of surveys as an indicator of public satisfaction. Details the PLUS Programme and its natural progression into Total Quality Management. Concludes with a list of demands likely to be made of management during the planning and implementation of a TQM programme. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

A force for change

Collins, T.
Managing Service Quality , Volume 1 (6): 7 – Jun 1, 1991
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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604529110028869
Publisher site
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Abstract

Outlines the Metropolitan Polices approach towards developing performance indicators to assist in gauging the quality of their service and the use of surveys as an indicator of public satisfaction. Details the PLUS Programme and its natural progression into Total Quality Management. Concludes with a list of demands likely to be made of management during the planning and implementation of a TQM programme.

Journal

Managing Service Quality – Emerald Publishing

Published: Jun 1, 1991

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