Attention to detail

Attention to detail Exploration of the American Express Companys experience of integrating TQM within its organisation. The article briefly charts the history of the company, relating its longstanding goals to those of TQM. Charts the work of training network TMI for American Express with its putting people first programme of courses for employees worldwide. A senior AE manager offers opinions of the continuing programme, including employee and customer feedback and the importance of teamrelated projects. Relates the TQM work to the AE process of staff appraisal with illustrations of activity to discover how well AE staff are performing. Concludes with a list of future challenges for AE regarding customer service. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png The TQM Magazine Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0954-478X
DOI
10.1108/09544789110032368
Publisher site
See Article on Publisher Site

Abstract

Exploration of the American Express Companys experience of integrating TQM within its organisation. The article briefly charts the history of the company, relating its longstanding goals to those of TQM. Charts the work of training network TMI for American Express with its putting people first programme of courses for employees worldwide. A senior AE manager offers opinions of the continuing programme, including employee and customer feedback and the importance of teamrelated projects. Relates the TQM work to the AE process of staff appraisal with illustrations of activity to discover how well AE staff are performing. Concludes with a list of future challenges for AE regarding customer service.

Journal

The TQM MagazineEmerald Publishing

Published: May 1, 1991

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