Outlines the comprehensive training and development programme embarked upon by Prudential Life Administration and designed to raise customer service levels and improve productivity through Total Quality Management. Discusses training techniques and the key deliverables. Suggests that TQM means forever and that the emphasis needs to be placed on the future rather than on the past.
Tanner, S. and Dawson, S. (1992), "A way of life", Managing Service Quality: An International Journal, Vol. 2 No. 4, pp. 199-202. https://doi.org/10.1108/09604529210029344
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