Highlights two of the most common problems in achieving continuous improvement in the service sector; namely the ways in which management needs to be re‐educated to understand its new role in the company. Concentrates on the two lesson to be learned: firstly, that people will cheat if you manage by attention to output; secondly, that if you change a process without being familiar with it, you will probably get it wrong. Maintains that managers′ roles should be designed to ensure that their contributions facilitate, and also drive, quality.
Seddon, J. (1991), "Working together", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028779
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