Outlines the total quality programme adopted by the Municipal Services Board (ASM) in Brescia, Italy, the aim of which is to achieve improvements in performance, both in terms of customer satisfaction and improved productivity. Discusses the main functions, structure and expectations of the ASM and highlights the reasons behind the innovations which began in the early 1980s. Details the experience of ASM before the introduction of the Total Quality programme and after and discusses the reasons that made the programme essential. Suggests that total quality constitutes the only adequate response to external solicitations.
Esposito, A. (1992), "Energising the community", Managing Service Quality: An International Journal, Vol. 2 No. 2, pp. 99-101. https://doi.org/10.1108/09604529210029137Download as .RIS
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