Rover Group’s drive towards extraordinary customer satisfaction

Chris Taylor (Chris Taylor is Editor of this journal)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 August 1997


Examines how; in the past ten years, Rover Group has shifted from a publicly owned motor manufacturer, the butt of many jokes, into private ownership under British Aerospace plc in 1988, and then to BMW ownership in 1994. The company’s quality journey started in 1987, and a good measure of its effectiveness is that the company, worth £150 million when sold to BAe, multiplied its value by more than five times before being sold to BMW for £800 million in 1994 ‐ the same year in which the company was an inaugural winner of the UK Quality Award. Outlines much of the thinking and the processes that provide the waystations along that road to that award.



Taylor, C. (1997), "Rover Group’s drive towards extraordinary customer satisfaction", Managing Service Quality: An International Journal, Vol. 7 No. 4, pp. 169-174.

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Copyright © 1997, MCB UP Limited

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