Outlines the process by which Wessex Water intends to become the benchmark other service organizations will look to as an example of quality and service, highlighting attitudes towards employees and customers. Discusses the way in which the company monitors performance, concentrating on the use of customer surveys in collecting useful feedback.
Barrett, C. (1992), "Putting customer quality first", Managing Service Quality: An International Journal, Vol. 2 No. 4, pp. 215-219. https://doi.org/10.1108/09604529210029380
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