Outlook: Make it clear

Abstract

The chances of success with a customer care programme seems to be similar to those of total quality management (TQM) initiatives. The latter apparently has only a 20% success rate, and the former appears to be fairing no better. Research by the ITEM Group found that only one in five of customer care programmes met their objectives. David Clutterbuck, the chairman of the ITEM Group, relayed to me an example of one company (the name was not given) who spent several million pounds on a programme only to find, a year later, that in the eyes of both staff and customers, the levels of customer service had actually deteriorated.

Citation

Creelman, J. (1993), "Outlook: Make it clear", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 3-3. https://doi.org/10.1108/eb060641