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Steps on the Route to Service Quality

Mike Cooper‐Mitchell (Chairman of Sedgwick UK Ltd.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1994

838

Abstract

Explores how Sedgwick UK, part of the Sedgwick Group, gained its ISO 9001 certification. Looks at, first, why the company sought certification, the answer being competitive advantage and formal recognition as a quality company. Explains that ISO 9001 was a logical progression of its previous client servicing standards and procedures. Goes on to explain how it made sense of the standard as it applies to the company and describes how the system was finally implemented.

Keywords

Citation

Cooper‐Mitchell, M. (1994), "Steps on the Route to Service Quality", Managing Service Quality: An International Journal, Vol. 4 No. 1, pp. 18-20. https://doi.org/10.1108/09604529410796116

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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