TY  - JOUR
AB  - This paper examines how the Australian Quality Council and the European Foundation for Quality Management address issues of access and corporate responsibility through their respective devices, namely the Australian Business Excellence Framework and the EFQM Excellence Model. It then examines the impact of the UK and Australian Disability Discrimination Legislation in light of UK and Australian studies on the provision of services for the hearing impaired by call centres.
VL  - 18
IS  - 1
SN  - 0268-6902
DO  - 10.1108/02686900310454309
UR  - https://doi.org/10.1108/02686900310454309
AU  - Sewell‐Staples Warren J.
AU  - Dalrymple John F.
AU  - Phipps Katherine
PY  - 2003
Y1  - 2003/01/01
TI  - Auditing excellence in call centres: access is a corporate responsibility
T2  - Managerial Auditing Journal
PB  - MCB UP Ltd
SP  - 68
EP  - 75
Y2  - 2024/04/18
ER  -