Creating an index

Abstract

Looks at the privatisation of the Swedish telecommunication company, Televerket. Considers the stiffer competition the company will face and describes how, over the last couple of years, the company has developed its own Total Quality Index to meet its growing requirements. Defines a total quality index, adequate indicators for objective satisfaction, performance indicators, and the calculation of quality. Finally, details the implementation of the index.

Citation

Bergendahl, S. and Wachtmeister, A. (1993), "Creating an index", Managing Service Quality: An International Journal, Vol. 3 No. 4, pp. 19-22. https://doi.org/10.1108/EUM0000000003175