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Westminster City Council: improving quality through complaint management

Steve Carney (Steve Carney is Senior Complaints Officer at)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 August 1996

782

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

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MCB UP Ltd

Copyright © 1996, MCB UP Limited

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