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The road runner

The road runner Discusses the service provided by Parcelforce with particular reference to the changes motivated by the increased customer demand for reliability during the 1980s. Outlines the history of the services and the changes in 1986 when the Separation Strategy was introduced to bring the collection and delivery of parcels increasingly under the control of dedicated managers and staff. Explores the challenges posed by opposition companies and the eight step Quality Improvement Process QIP. Details the Customer First approach, highlighting the scoring system used and the guidance given to help depot managers decide on the appropriate behaviour to adopt. Explains innovation techniques and outlines the aims for the future, suggesting that the need is to feed customer requirements right into the heart of the network operation. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604529210029245
Publisher site
See Article on Publisher Site

Abstract

Discusses the service provided by Parcelforce with particular reference to the changes motivated by the increased customer demand for reliability during the 1980s. Outlines the history of the services and the changes in 1986 when the Separation Strategy was introduced to bring the collection and delivery of parcels increasingly under the control of dedicated managers and staff. Explores the challenges posed by opposition companies and the eight step Quality Improvement Process QIP. Details the Customer First approach, highlighting the scoring system used and the guidance given to help depot managers decide on the appropriate behaviour to adopt. Explains innovation techniques and outlines the aims for the future, suggesting that the need is to feed customer requirements right into the heart of the network operation.

Journal

Managing Service QualityEmerald Publishing

Published: Mar 1, 1992

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