Making Customer Satisfaction a Business Priority at the UK’s Royal Mail

Abstract

Looks at the Royal Mail’s implementation of total quality to improve customer satisfaction. Describes it through the European Foundation for Quality Management model. Regards customer satisfaction as an organizational focus and highlights various ways of measuring organizational performance as it impinges on customer satisfaction. Also identifies and elaborates on three key business processes for further development.

Citation

Raisbeck, I. (1994), "Making Customer Satisfaction a Business Priority at the UK’s Royal Mail", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 13-15. https://doi.org/10.1108/09604529410796260