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Article
Publication date: 1 January 1993

Carole Congram and Sherman Hayes

It is always risky to use the word auditing in the title of an article. People start to get goose bumps and look over their shoulder for the auditor's presence. No matter…

Abstract

It is always risky to use the word auditing in the title of an article. People start to get goose bumps and look over their shoulder for the auditor's presence. No matter how many articles are written on the “friendly auditor,” no one really believes them. This article is not about being audited or even befriending auditors. It is about taking key concepts from the auditing field and using them to your advantage.

Details

The Bottom Line, vol. 6 no. 1
Type: Research Article
ISSN: 0888-045X

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Article
Publication date: 1 September 1999

Carole Congram, Peggy Slye and Priscilla Glidden

This paper describes a customer service initiative in a global telecommunications cooperative, the accepted industry leader in technical quality. Not only are the…

Abstract

This paper describes a customer service initiative in a global telecommunications cooperative, the accepted industry leader in technical quality. Not only are the customers multicultural, but the staff is diverse as well. As opposed to the traditional top‐down approach, the INTELSAT initiative originated with middle management. Two groups were formed, each charged with improving a complex, multifunctional ordering process associated with about 50 per cent of revenues. As the groups progressed, each had its own issues, successes, and problems. Although the groups differed considerably in composition, both achieved success, as measured by customer feedback and internal metrics. A final section covers conclusions and recommendations.

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Team Performance Management: An International Journal, vol. 5 no. 6
Type: Research Article
ISSN: 1352-7592

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Article
Publication date: 1 May 1995

Carole Congram and Michael Epelman

Service management has underestimated the importance of a processdescription in achieving service and organizational excellence. Whatservice managers need is a methodology…

Abstract

Service management has underestimated the importance of a process description in achieving service and organizational excellence. What service managers need is a methodology for describing service processes. Recommends the use of the structured analysis and design technique (SADT), a methodology particularly suitable for activity‐based processes. It can be used to help service providers obtain a better picture of the processes in which they participate, achieve improvements in service delivery, foster internal communication, and even design a service. Illustrates in two models the concepts of the SADT and its graphics language – the first developed in a professional service firm, and the second in an academic setting. Evaluates the SADT against eight criteria and concludes that the SADT is a versatile and useful modelling methodology that will help service management and employees reach organizational consensus on a service process.

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International Journal of Service Industry Management, vol. 6 no. 2
Type: Research Article
ISSN: 0956-4233

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Article
Publication date: 1 March 1989

Charles L. Martin and Charles A. Pranter

Describes how customers potentially influence the satisfaction anddissatisfaction of other customers in many service environments.Explains why service marketers and…

Abstract

Describes how customers potentially influence the satisfaction and dissatisfaction of other customers in many service environments. Explains why service marketers and operations marketers should be aware of the impact of such customer‐to‐customer relations. Examines the issues of customer compatibility and customer behaviour, finding that the classification of compatible and incompatible behaviours is often situation‐specific. Explores how the way customers affect each other can be positively influenced.

Details

Journal of Services Marketing, vol. 3 no. 3
Type: Research Article
ISSN: 0887-6045

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