To read the full version of this content please select one of the options below:

Unemployed people as customers

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1991

Abstract

Describes how the West Midlands Employment Service has developed a strategy for total quality. Follows the stages an office goes through on their Quality Path using a gardening analogy to describe the process. Acknowledges that TQ initiatives need to continue from the top down, the bottom up and through the middle with every level involved until they become part of business as usual.

Keywords

Citation

Beedon, J. and Raff, M. (1991), "Unemployed people as customers", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 325-328. https://doi.org/10.1108/EUM0000000003147

Publisher

:

MCB UP Ltd

Copyright © 1991, MCB UP Limited