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Stamp of Quality

Stamp of Quality Reports on the Royal Mails Customer First TQM process, where service quality is based on the needs of both external and internal customers. Describes how their performance measurement system the Customer Perception Index CPI was designed and how its results are used. Concludes that the flexibility of the CPI is its most important feature and that measurement systems have to evolve in order to remain useful. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Stamp of Quality

Brown, D.; Banks, R.
Managing Service Quality , Volume 1 (6): 3 – Jun 1, 1991
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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604529110028896
Publisher site
See Article on Publisher Site

Abstract

Reports on the Royal Mails Customer First TQM process, where service quality is based on the needs of both external and internal customers. Describes how their performance measurement system the Customer Perception Index CPI was designed and how its results are used. Concludes that the flexibility of the CPI is its most important feature and that measurement systems have to evolve in order to remain useful.

Journal

Managing Service Quality – Emerald Publishing

Published: Jun 1, 1991

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