The quest for quality at Safeway Australia

The quest for quality at Safeway Australia Reports on the quality initiative undertaken by Safeway, the largest supermarket chain operating in Victoria, Australia and part of the Woolworth’s group. Illustrates the impact that a “converted” chief executive can have on an organization, and how the organization has been changed through his tremendous energy and conviction. Also illustrates how service organizations typically perceive quality management, especially in an environment highly oriented towards people and customer service. Safeway readily acknowledges that there is still much that can be done within their organization to adopt quality management practices, but they are eager to share their experiences with others. Indeed, it is one of the few service organizations which have made significant progress in this area. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Benchmarking for Quality Management & Technology Emerald Publishing

The quest for quality at Safeway Australia

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
1351-3036
DOI
10.1108/14635779510090490
Publisher site
See Article on Publisher Site

Abstract

Reports on the quality initiative undertaken by Safeway, the largest supermarket chain operating in Victoria, Australia and part of the Woolworth’s group. Illustrates the impact that a “converted” chief executive can have on an organization, and how the organization has been changed through his tremendous energy and conviction. Also illustrates how service organizations typically perceive quality management, especially in an environment highly oriented towards people and customer service. Safeway readily acknowledges that there is still much that can be done within their organization to adopt quality management practices, but they are eager to share their experiences with others. Indeed, it is one of the few service organizations which have made significant progress in this area.

Journal

Benchmarking for Quality Management & TechnologyEmerald Publishing

Published: Jun 1, 1995

Keywords: Australia; Quality; Supermarkets; TQM

References

  • Empirical analysis of quality improvement in manufacturing
    Maani, K.E.; Putterill, M.S. ; Sluti, D.G.
  • Quality Is Free
    Crosby, P.B.
  • Delivering Quality Service
    Zeithaml, V.; Parasuraman, A.; Berry, L.L.

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