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
:MCB UP Ltd
Copyright © 1991, MCB UP Limited