Commitment to Service Excellence

Abstract

Explains why Harris Distribution has chosen the total quality route to service excellence. Discusses how the organisation made a strategic decision to use quality as a competitive weapon. Asserts only the TQ company will survive. Gives the reasons why the board selected TQM. Asserts that to compete, the customer must be considered paramount ‐ it is everybody′s responsibility to service his customer. Concludes that, for the company, total quality is now a way of life.

Citation

Milum, K. (1990), "Commitment to Service Excellence", The TQM Magazine, Vol. 2 No. 1. https://doi.org/10.1108/EUM0000000003022