Expressing satisfaction

Abstract

Reports on the way in which TNT Express Worldwide is using TQM to bridge the culture gap created by the amalgamation of three branches of the business. Looks at Internal audits carried out to assess levels of Service quality and efficiency of internal communications on a global scale, culminating in the listing of each depot′s points of excellence and points for improvement, which then form the basis for an action plan. Employee and customer Surveys are also used to assess Service quality and cultural differences. Emphasises the need for Training and communication in order to spread the culture of TQM from the top down.

Citation

Creelman, J. (1992), "Expressing satisfaction", The TQM Magazine, Vol. 4 No. 1. https://doi.org/10.1108/09544789210034130