Explores the way in which to create a team‐based organization which will successfully support service quality. Reviews the process of change in insurance companies, the pharmaceutical industry, the service industry and in consulting firms. Provides a step‐by‐step guide as to how to create a team‐based organization, and explains training methods, practices and outcomes of the process.
Parker, G. (1992), "Getting into shape", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 251-254. https://doi.org/10.1108/09604529210029452
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