Managing Service Quality: An International Journal
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Managing QualityTable Of Contents: Volume 4 Issue 3
TQM Is Common Sense: A Conversation
Jon ChoppinExamines, in the form of an amusing discussion, the pros and cons ofimplementing quality management within a company. Provides definitionsof quality and also the customer…
Putting People First – Making the Most of Human Resources
John MacdonaldExamines the process of implementing a TQM programme and its management.Suggests that although managers recognize a need for change they do notappreciate the amount of…
The Safeway Culture – Quality Management in Retailing
Denis CummingExamines Safeway as a national company and the services which itprovides. Investigates its management system which is called “The SafewayCulture” in the light of their…
Quality on Course at Swissair
Gilbert FarnerExamines the implementation of quality measures at Swissair, a mixedeconomy limited airline corporation. This was encouraged by theintroduction of ISO 9001 certification…
Quality Turnaround at IBM UK’s Information Network
Charles Hobson, Roger BirchallStates that for the first time a marketing unit has won the MarketDriven Quality (MDQ) Bronze Award from within IBM’s 50 business units.The MDQ which is based on the…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09596119410052071. When citing…
Beyond the Yellow Brick Road: The Continuing Search for Quality at D2D
Nick Johns, Sue WildbloodInvestigates the process of installing quality improvement at Design toDistribution Ltd (D2D), a subsidiary of the ICL group. Maintains thatthis was achieved by means of a…
Service Quality in the Northern Ireland Hospitality Industry
Martin O’Neill, Helen Watson, Margaret McKennaThe international demand for products and services no longer happensautomatically; it has to be created. Consumers are increasingly becomingmore sophisticated in the…
The Route to Total Quality Management – Part One
John McDonnellExamines the background to TQM, principally from the perspective of theDeming method. Closes with a brief comment about the application of TQMin McDonnell’s home territory…
Partnerships in the Public Sector
Tony RounthwaitePursues (from Vol. 4 No. 2) the topic of successful partnerships in thepublic service sector through a process of Total Quality Multi AgencyProvision (TQMAP). Illustrates…
Total Quality Service
Jon ChoppinConsiders the use of industrial ideas of total quality management (TQM)within a public service environment. Identifies five considerations or“thought filters” necessary to…
Creating Customer Satisfaction through Partnership
Roger PudneyIn a major international research project sets out to find the realitybehind key customer supplier partnerships. Finds that partnerships arenot a soft option, but a fast…