Westminster City Council: improving quality through complaint management
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1996
Abstract
Examines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in order to prioritize areas for improvement. Describes how best to target the resulting information so individual departments can build on their own strengths and weaknesses. Outlines ways in which the difficult problems can be tackled as well as more straightforward ones. Concludes by examining ways of measuring and monitoring positive changes.
Keywords
Citation
Carney, S. (1996), "Westminster City Council: improving quality through complaint management", Managing Service Quality: An International Journal, Vol. 6 No. 4, pp. 20-22. https://doi.org/10.1108/09604529610120230
Publisher
:MCB UP Ltd
Copyright © 1996, MCB UP Limited