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1 – 10 of over 12000This paper aims to describe the experiences of Australian general insurer AAMI, the first private company to offer a customer charter and draw a comparison between service…
Abstract
Purpose
This paper aims to describe the experiences of Australian general insurer AAMI, the first private company to offer a customer charter and draw a comparison between service guarantees and customer charters. The paper also proposes a decision-support framework for the design, implementation and management of an effective customer charter.
Design/methodology/approach
The methodology involved in-depth personal interviews and secondary data.
Findings
Many service guarantees are not well conceived, implemented, or monitored. The AAMI case, demonstrates how customer charters, originally developed in the public sector can be effectively adopted in private organizations. The customer charter appears to deliver significantly more benefits to customers and an organization than traditional service guarantees. Charters do this by publishing specific service standards based on extensive research, conducting independent audits, stating outcomes of below standard performance, providing a visible and accountable appeal system, and publicly and regularly reporting on performance against promises. An on-going feedback loop ensures continuous quality improvement.
Research limitations/implications
Customer charter findings are based on one case study.
Practical implications
Using a decision-support framework for a customer charter, services may be clearly defined and customer expectations managed building towards an organization-wide commitment to meet service promises.
Originality/value
Customer charters are rare, with little known about how they operate in a private organization. The findings indicate that charters may be more effective as a quality assurance and marketing tool than a service guarantee.
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Lynn Train and Christine Williams
Crosby suggested that “quality is free”. The purpose of this paper is to discuss the argument that, although it is not free, it can reduce costs. The UK’s Benefit Enquiry Line…
Abstract
Crosby suggested that “quality is free”. The purpose of this paper is to discuss the argument that, although it is not free, it can reduce costs. The UK’s Benefit Enquiry Line (BEL) for people with disabilities is used to illustrate this. The evolution of quality management systems implemented by BEL is examined. These include Charter Mark, Service First, Investors in People, the Business Excellence Framework and the EFQM Excellence Model. A comparative analysis is undertaken between the findings of the authors and those of other academic writers. Conclusions are drawn as to the appropriateness of these quality initiatives in facilitating continuous improvement at minimal cost.
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Judith Broady‐Preston and Alison Lobo
The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders.
Abstract
Purpose
The purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders.
Design/methodology/approach
Two UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1‐2 of a three phase research project are outlined.
Findings
Despite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive.
Originality/value
This paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.
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Outlines the ways in which London underground aims to improvecustomer service and ensure customer satisfaction. The key factor hasbeen the setting up of a customer service centre…
Abstract
Outlines the ways in which London underground aims to improve customer service and ensure customer satisfaction. The key factor has been the setting up of a customer service centre. Describes how claims made under the Customer Charter are processed, and how the penalty fare scheme operates.
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Sarah Jenkins, Mike Noon and Miguel Martinez Lucio
Examines how a TQM programme has been implemented within thecontext of Royal Mail. Demonstrates that within the organization TQM hasbeen “negotiated” around four main factors: the…
Abstract
Examines how a TQM programme has been implemented within the context of Royal Mail. Demonstrates that within the organization TQM has been “negotiated” around four main factors: the complexities of utilizing the discourse of the customer; the organization′s market dominance in the collection and delivery of door‐to‐door mail; its industrial relations; and the formal and central adoption of TQM within a public sector context.
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Explains what a service level agreement (SLA) is and describes thebenefits of an SLA both as a catalyst to service management and todelivering appropriate, cost‐effective service…
Abstract
Explains what a service level agreement (SLA) is and describes the benefits of an SLA both as a catalyst to service management and to delivering appropriate, cost‐effective service quality. Examines the application of SLAs in a wide variety of service areas and establishes their importance to market testing and benchmarking. Describes the content of an SLA and outlines the steps to successful implementation. Identifies service quality measurement, using effective quality metrics, and credible service quality monitoring as key factors for success – identifies the pitfalls, too.
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Mustafa Avcın and Hasret Balcıoğlu
This study contributes to the existing literature that corporate governance consist of internal and external governance behavior which refers to the complementarity of the…
Abstract
This study contributes to the existing literature that corporate governance consist of internal and external governance behavior which refers to the complementarity of the elements of (1) competing values framework and (2) corporate legality framework theories and proper orientation in the provisions of the elements leads to a good corporate power in the modern legal environment. A questionnaire is designed, a survey is conducted based on the constructed corporate governance model in the study, which investigates the evolutionary background of the elements with the view of establishing the right corporate culture and corporate legality behavior. The empirical results revealed that there is a positive linear relationship between the elements of corporate culture provisions with internal governance behavior and a significant positive association between the elements of corporate legality provisions with external governance behavior. The model does not take into account long-term external factors. Therefore, measuring corporate governance may not be an easy task and may not be suitable for specific countries that have strong legal systems and corporate ownership. The elements in the model are practical to implement and facilitates corporate to improve shareholder involvement and governance reporting and hence prevent failure. The constructed model span almost every attribute embedding high quality corporate social responsibility and corporate governance for corporate to identify areas for improvement and contributes to existing corporate governance literature that, connecting corporate culture and corporate legality behavior positively affect financial markets and firm performance.
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Mike Cornford, Ruth Kerns, Terry Hanstock, Allan Bunch and Edwin Fleming
… Strange but true facts, number 7: Wandsworth is famous for more than its blue halo.
Focuses on TNT Express (UK), part of the worldwide transportation group. Notes that TNT was joint winner of the inaugural 1994 UK Quality Award. Considers the role of quality at…
Abstract
Focuses on TNT Express (UK), part of the worldwide transportation group. Notes that TNT was joint winner of the inaugural 1994 UK Quality Award. Considers the role of quality at TNT and how it is achieved. Features the role of elements such as benchmarking surveys and performance league tables. Concludes that the momentum for continuous improvement within the company is ongoing and stems from enthusiasm and teamwork.
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This paper examines the operating environment of non‐metropolitan urban water authorities in Victoria, Australia. It analyses the policy framework within which the industry…
Abstract
This paper examines the operating environment of non‐metropolitan urban water authorities in Victoria, Australia. It analyses the policy framework within which the industry operates and demonstrates that this framework generates inconsistencies between central agency driven economic outcomes and local politician driven social efficacy outcomes. The paper poses a solution based in a new leadership mindset of entrepreneurially driven core business centres providing co‐ordination rather than direct services and the adoption of an approach recognising discontinuous change rather than the parameters founding “new managerialism” driven by Australian public sector reform agencies. The author asserts that these businesses will be required to paradigm shift ‐ to move from service providers to service managers, to develop networks and strategic alliances with service providers and to embrace mindsets beyond the structured “new managerialism” of the 1980s. The paper draws on studies concerning network organisations, loosely coupled clusters and quality, customer focused solutions. It analyses the need for the implementation of the mindset underpinning these organisations into the sector.
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