Working together
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1991
Abstract
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.
Keywords
Citation
Seddon, J. (1991), "Working together", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028779
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited