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.
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
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