Describes a research study implementing TQM in the employment services using it on an organisation‐wide basis, for internal as well as external customers. Suggests a customer profile model. Asserts that the implementation has produced astonishing results and that, by recognising service providers as experts with intimate knowledge of their customers, TQM enables them to contribute directly to the improvement of the quality of their service provision.
Foster, M., Whittle, S., Smith, S. and Hyde, P. (1991), "Improving the service quality chain", Managing Service Quality: An International Journal, Vol. 1 No. 1, pp. 41-46. https://doi.org/10.1108/EUM0000000003121
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