Energising the community

Energising the community Outlines the total quality programme adopted by the Municipal Services Board ASM in Brescia, Italy, the aim of which is to achieve improvements in performance, both in terms of customer satisfaction and improved productivity. Discusses the main functions, structure and expectations of the ASM and highlights the reasons behind the innovations which began in the early 1980s. Details the experience of ASM before the introduction of the Total Quality programme and after and discusses the reasons that made the programme essential. Suggests that total quality constitutes the only adequate response to external solicitations. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Energising the community

Managing Service Quality, Volume 2 (2): 3 – Feb 1, 1992

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604529210029137
Publisher site
See Article on Publisher Site

Abstract

Outlines the total quality programme adopted by the Municipal Services Board ASM in Brescia, Italy, the aim of which is to achieve improvements in performance, both in terms of customer satisfaction and improved productivity. Discusses the main functions, structure and expectations of the ASM and highlights the reasons behind the innovations which began in the early 1980s. Details the experience of ASM before the introduction of the Total Quality programme and after and discusses the reasons that made the programme essential. Suggests that total quality constitutes the only adequate response to external solicitations.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 1992

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