This paper examines how the Australian Quality Council and the European Foundation for Quality Management address issues of access and corporate responsibility through their respective devices, namely the Australian Business Excellence Framework and the EFQM Excellence Model. It then examines the impact of the UK and Australian Disability Discrimination Legislation in light of UK and Australian studies on the provision of services for the hearing impaired by call centres.
Managerial Auditing Journal – Emerald Publishing
Published: Feb 1, 2003
Keywords: Business policy; Call centres; Disabled people; Discrimination; Corporate responsibility; Service systems
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