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People selling perfection

People selling perfection Discusses the role of top management in providing leadership by example on the road to Total Quality. Explores important themes from executive workshops how to model quality and service in all interactions with employees how to market the quality and service precept and how to be visibly involved in the continuous improvement programme. Reviews customer research, training and follow through procedures. Suggests that the completion period of the programme must be overseen by a steering group of key players in the business who will be given specific responsibilities. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

People selling perfection

Managing Service Quality , Volume 2 (4): 3 – Apr 1, 1992

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604529210029335
Publisher site
See Article on Publisher Site

Abstract

Discusses the role of top management in providing leadership by example on the road to Total Quality. Explores important themes from executive workshops how to model quality and service in all interactions with employees how to market the quality and service precept and how to be visibly involved in the continuous improvement programme. Reviews customer research, training and follow through procedures. Suggests that the completion period of the programme must be overseen by a steering group of key players in the business who will be given specific responsibilities.

Journal

Managing Service QualityEmerald Publishing

Published: Apr 1, 1992

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