Managing Service Quality: An International Journal
Category:
Managing QualityTable Of Contents: Volume 4 Issue 2
Customer‐driven Strategies:: Moving from Talk to Action
Thomas C. Keiser, Douglas A. SmithHighlights the difficulties of implementing a quality programme within acompany from the experiences of two chief executives. Illustrates that80 per cent of companies…
Lessons in Quality: Learning from the Japanese
John J. McManusAttempts to demonstrate that total quality management (TQM) can besuccessfully transferred to service industries as well as manufacturingindustries. In profit‐making…
Profile of the RPS Quality Process
Bram B. JohnsonDescribes the quality process established by RPS, a road transportcompany which is a leader in the small package delivery market. Regionalquality involvement teams (RQIT…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054434. When citing the…
Baldrige Winners Committed to Service Quality
Chris TaylorThe Malcolm Baldrige National Quality Award is given annually in the USAto companies which meet excellent standards of quality. One of the“Core Values and Concepts” of the…
Northern Ireland Tourism: A Quality Perspective
Martin A. O’Neill, Margaret A. McKennaDiscusses the service quality matrix as one strategy in attaining andmaintaining service excellence in relation to Northern Ireland’shospitality record. Presents a set of…
Baby Bell Grows up: How MCI Has Turned to Face the Customer
John GerdelmanLooks at MCI, attempts to improve its customer service record and itsinvestigation, in depth, of customer complaints and efforts to improveand correct this. The US…
TDS – Rolling out a “Quality” Product
Marguerite KellyTDS Telecom, a US telecommunications company, has taken on ways tocapture and reward its employees’ ideas, by a system of awards. Qualityis defined by the company’s…
How Successful Companies Improve through Internal Benchmarking
Gail TutcherDiscusses internal benchmarking – what it means and what it can do forcompanies in the way of improving the quality of their product. Showsthat benchmarking needs to be…
Achieving Customer Satisfaction through Logistics Excellence
A.T. KearneyHighlights how leading companies focus on logistics excellence. The boomin international trade opens up a range of opportunities and challengesas domestic markets are no…
Changing Token Joint Working into Successful Service Partnership
Tony RounthwaiteExamines in detail multi‐agency provision (MAP), which is now common inpublic services. The public service sector is being turned upside downand it is important to have a…