Focuses on measuring quality in the security industry. Explains how quality concepts can be successfully applied to a service industry. Outlines the measurement criteria used by one security company which are designed to encourage its customers to scrutinize its operations in detail, and provide individual staff with an assessment of their function and ability, identify training requirements and allow prompt action to rectify shortfall.
Fletcher, D. (1993), "Securing Future Success", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 17-19. https://doi.org/10.1108/EUM0000000003199Download as .RIS
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