Managing Service Quality: An International Journal: Volume 7 Issue 6
Table of contents
The learning organization
Jon ChoppinReviews the state of “learning” within education and work situations and concludes that the UK Ltd is missing many fundamental opportunities. Believes future success within any…
Quality in practice ‐ four more from Oklahoma
Chris TaylorFinds that across corporate USA, companies are achieving remarkable results against quality, productivity and customer satisfaction targets, but outside their home town, or state…
Business excellence review at Royal Mail (NW/NW): a case of strategic communication management
Richard J. Varey, Robert L. HamblettNotes the need for a strategy to drive any change process. Points out that, following the lead of other major organizations, Royal Mail, the UK’s major postal services…
Measuring customer satisfaction and employee attitude at Forte Hotels
Gavin Eccles, Philip DurandConsiders the benefit for service companies of measuring both customer satisfaction and employee attitude, as a means of first determining guest perceptions of the service…
Investing in people: a perspective from Northern Ireland tourism ‐ part 2
Martin A. O’NeillPart 1 appeared in Managing Service Quality, Vol. 6 No. 4. Here discusses the value and application of the Investors In People initiative, its background and application as a…
The future of the organization: the role and contribution of quality
Colin J. Coulson‐ThomasReports the implications for the role and contribution of quality of a five year investigation into corporate approaches to renewal, learning and transformation. Finds that many…
Spectrum of quality management implementation grid: development and use
Barrie G. Dale, Mark SmithPresents the details of a Quality Management Implementation Grid derived from the TQM Adoption Model of Dale and Lascelles (1997). The Grid, which has been developed to fit within…
Modern management education: how it needs to lead to leadership
Chris TaylorDiscusses the background to the entrenched management techniques still prevalent across much of Europe, and how they need to be changed. Argues the most needed characteristics to…
The leader and the team
John Morris, Peter MountfortSuggests that leadership and team building are the two major training issues which companies must address as we move towards the twenty‐first century and that clearly the two are…