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All ablaze

All ablaze Outlines the experience of the Firemans Fund Insurance in its expansion of its quality improvement programme, and the unexpected benefit of a teambased company culture. Discusses the creation of Quality Action Workshops, which focused in three objectives to improve the quality of decisions to apply a team approach to problems to gain stronger support for implementing change. Explores leadership and organizational skills and provides a guide to problem solving. Suggests that many problems relate back to a lack of roles and responsibilities. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003149
Publisher site
See Article on Publisher Site

Abstract

Outlines the experience of the Firemans Fund Insurance in its expansion of its quality improvement programme, and the unexpected benefit of a teambased company culture. Discusses the creation of Quality Action Workshops, which focused in three objectives to improve the quality of decisions to apply a team approach to problems to gain stronger support for implementing change. Explores leadership and organizational skills and provides a guide to problem solving. Suggests that many problems relate back to a lack of roles and responsibilities.

Journal

Managing Service QualityEmerald Publishing

Published: May 1, 1992

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