TY  - JOUR
AB  - Outlines, in the form of an interview, a re‐ engineering programme undertaken at Volvo to improve new car sales and delivery practices. Briefly states the extent of the problem which existed and the measures taken to remedy the situation. Describes how the changes were implemented and the new structures which resulted, including a training programme for sales staff. Discusses the results of changes, which were overwhelmingly positive; the barriers which were encountered and the key factors for successful implementation.
VL  - 6
IS  - 6
SN  - 0960-4529
DO  - 10.1108/EUM0000000004268
UR  - https://doi.org/10.1108/EUM0000000004268
AU  - Kirk Kramer R.
AU  - Mina Patrick
PY  - 1996
Y1  - 1996/01/01
TI  - Organizational change at Volvo ‐ from the customer perspective
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 12
EP  - 16
Y2  - 2024/05/08
ER  -