Customer focus takes off

Abstract

Discusses how, although a highly successful and profitable organisation, Manchester Airport Plc realised that, due to both market and customer pressures, it needed to change in order to remain so. Asserts that the technical expert had to become a commercially aware manager. Discusses the need to ensure that the company focus is on the customer and the need to empower at all levels. Concludes by commenting that the company is a long way from completing its culture change and the process of empowerment but that the customer is becoming an integral part of the thinking of everyone. The measure of quality now is customer satisfaction.

Citation

Lee‐Mortimer, A. (1993), "Customer focus takes off", The TQM Magazine, Vol. 5 No. 3. https://doi.org/10.1108/EUM0000000003078