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Article
Publication date: 1 April 1992

Ian Seath

Raises questions about the effectiveness of education and training for service quality. Suggests that the effectiveness of training can be enhanced by using facilitators…

Abstract

Raises questions about the effectiveness of education and training for service quality. Suggests that the effectiveness of training can be enhanced by using facilitators to help transfer new skills into the workplace.

Details

Managing Service Quality: An International Journal, vol. 2 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 1 January 1992

Ian Seath

Reports on the adoption of total quality methods by RNAY Fleetland, a company which undertakes repair and maintenance of military helicopters, and which had to contend…

Abstract

Reports on the adoption of total quality methods by RNAY Fleetland, a company which undertakes repair and maintenance of military helicopters, and which had to contend with the hurdle of taking the two cultures, military and civilian, within the business and turning them into a quality culture. Focuses on the customer/supplier chain and possible areas for improvement, especially in Customer service. Argues that effective communication and total employee involvement are the keys to the success of their quality initiative. States that the main change in the company culture has been to focus on prevention rather than failure.

Details

The TQM Magazine, vol. 4 no. 1
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 1 May 1993

Ian Seath

Describes how OCS Smarts Group is continuing to find better ways of building relationships with customers and suppliers, whilst emphasising the role of employees in this…

Abstract

Describes how OCS Smarts Group is continuing to find better ways of building relationships with customers and suppliers, whilst emphasising the role of employees in this process. Asserts that key to its success is Customer service. Examines the Smarts Quality Care programme. Discusses two developments designed to build relationships with customers and improve service, the first showing the value of relationship building with strategically important suppliers. Describes the establishment of commercial networks. Concludes that it is a business that has invested as much in its people as in new technology. Both the transponder technology and commercial networks are clearly focused on meeting real customers′ needs by building viable, lasting relationships.

Details

The TQM Magazine, vol. 5 no. 5
Type: Research Article
ISSN: 0954-478X

Keywords

Article
Publication date: 1 February 1992

I. Seath

Describes the way in which a service provider can identify opportunities for improvement, and target such opportunities within a framework of improvement action.

Abstract

Describes the way in which a service provider can identify opportunities for improvement, and target such opportunities within a framework of improvement action.

Details

Managing Service Quality: An International Journal, vol. 2 no. 2
Type: Research Article
ISSN: 0960-4529

Keywords

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