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First class approach

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 May 1993

86

Abstract

Describes how a large service organisation, Post Office Counters Ltd, has applied total quality principles to the development of customer care initiative. Reviews the organisation′s approach to customer care and details its customer charter, a complete package which comprised training for staff and a series of service commitments. Discusses how the customer charter fits in with the government′s recently imposed Citizen′s Charter. Outlines two keys for achieving total quality.

Keywords

Citation

Singer, M., Taylor, D. and Jackson, C. (1993), "First class approach", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 7-10. https://doi.org/10.1108/EUM0000000003183

Publisher

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MCB UP Ltd

Copyright © 1993, MCB UP Limited

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