Total customer service
A. Wilkinson
(University of Manchester Institute of Science and Technology)
E. Snape
(University of Strathclyde)
P. Allen
(Teesside Business School)
123
Abstract
Black & Decker UK has approached quality management through Total Customer Service. The programme involves communications, employee participation through quality circles and TCS groups, plant reorganisation and changes in pay and grading. After five years, what are the results?
Citation
Wilkinson, A., Snape, E. and Allen, P. (1990), "Total customer service", The TQM Magazine, Vol. 2 No. 5. https://doi.org/10.1108/eb059505
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited