Demonstrates how the Career Services Department of Grand Valley State University was able to implement simple quality principles and tools for improving its Employment Bulletin process. Discusses the overall goal which was to reduce costs and to improve the efficiency of the overall process, and shows, from a nine‐month follow‐up evaluation, that the recommendations suggested by the taskforce improved the system considerably. Reveals that customer complaints were reduced from an estimated average of 12 per month to an average of 4.5 complaints per month, costs were reduced by US$6,209.48 annually and the controlled process increased customer satisfaction, compilation and delivery.
The TQM Magazine – Emerald Publishing
Published: Apr 1, 1996
Keywords: Careers; Implementation; Service; TQM
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