Training for Quality: Volume 1 Issue 2

Category:

Managing Quality

Table of contents

QUALITY TRAINING AND CORPORATE TRANSFORMATION

Colin J. Coulson‐Thomas

Draws on a number of recent surveys to address the issue of why corporate transformation and total quality are taking longer to achieve than was first envisaged. Concludes…

TOTAL QUALITY MANAGEMENT AND ISO 9000

Samuel K.M. Ho

Suggests that, with quality being vital to maintaining a competitive edge, total quality management and the international quality management standard, ISO 9000, are of…

OWNING THE PROCESS OF QUALITY IMPROVEMENT

Geoff Barnsley

Looks at three very different organizations which introduced total quality management following a common framework involving a four‐stage approach to implementation…

SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT

Barbara R. Lewis

Concerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are…

SEVEN ESSENTIALS FOR MANAGING SUPERIOR CUSTOMER SERVICE

Steve Macaulay, Sarah Cook

Examines the focus on customer service while at the same time maximizing the use of resources. Suggests that through effective management of resources a balance between…

ISSN:

0968-4875

Online date, start – end:

1993 – 1997

Copyright Holder:

Emerald Publishing Limited

Merged to become:

The TQM Magazine