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A force for change

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1991

Abstract

Outlines the Metropolitan Police′s approach towards developing performance indicators to assist in gauging the quality of their service and the use of surveys as an indicator of public satisfaction. Details the ′PLUS′ Programme and its natural progression into Total Quality Management. Concludes with a list of demands likely to be made of management during the planning and implementation of a TQM programme.

Keywords

Citation

Collins, T. (1991), "A force for change", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 317-323. https://doi.org/10.1108/09604529110028869

Publisher

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MCB UP Ltd

Copyright © 1991, MCB UP Limited