Outlines the experience of the Fireman′s Fund Insurance in its expansion of its quality improvement programme, and the unexpected benefit of a team‐based company culture. Discusses the creation of Quality Action Workshops, which focused in three objectives ‐ to improve the quality of decisions; to apply a team approach to problems; to gain stronger support for implementing change. Explores leadership and organizational skills and provides a guide to problem solving. Suggests that many problems relate back to a lack of roles and responsibilities.
Wells Miller, B. (1992), "All ablaze", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 275-278. https://doi.org/10.1108/EUM0000000003149Download as .RIS
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