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Unemployed people as customers

Unemployed people as customers Describes how the West Midlands Employment Service has developed a strategy for total quality. Follows the stages an office goes through on their Quality Path using a gardening analogy to describe the process. Acknowledges that TQ initiatives need to continue from the top down, the bottom up and through the middle with every level involved until they become part of business as usual. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

Unemployed people as customers

Managing Service Quality , Volume 1 (6): 4 – Jun 1, 1991

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/EUM0000000003147
Publisher site
See Article on Publisher Site

Abstract

Describes how the West Midlands Employment Service has developed a strategy for total quality. Follows the stages an office goes through on their Quality Path using a gardening analogy to describe the process. Acknowledges that TQ initiatives need to continue from the top down, the bottom up and through the middle with every level involved until they become part of business as usual.

Journal

Managing Service QualityEmerald Publishing

Published: Jun 1, 1991

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