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Article
Publication date: 1 April 1992

Mike Scally

Discusses the role of top management in providing leadership by example on the road to Total Quality. Explores important themes from executive workshops ‐ how to “model”…

Abstract

Discusses the role of top management in providing leadership by example on the road to Total Quality. Explores important themes from executive workshops ‐ how to “model” quality and service in all interactions with employees; how to market the quality and service precept; and how to be visibly involved in the continuous improvement programme. Reviews customer research, training and follow through procedures. Suggests that the completion period of the programme must be overseen by a steering group of key players in the business who will be given specific responsibilities.

Details

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

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Article
Publication date: 1 June 1988

Edgar Baker

Our regular contributor on the contemporary educational literary scene reviews a mixed bag of practical books.

Abstract

Our regular contributor on the contemporary educational literary scene reviews a mixed bag of practical books.

Details

Education + Training, vol. 30 no. 6
Type: Research Article
ISSN: 0040-0912

Article
Publication date: 1 April 1991

Terry Lunn

Describes how Joshua Tetley′s “Quality Pays” programme illustrates that the only way to achieve a real, sustainable competitive edge, is to commit the company to a…

Abstract

Describes how Joshua Tetley′s “Quality Pays” programme illustrates that the only way to achieve a real, sustainable competitive edge, is to commit the company to a service‐driven organisation. Traces the development of the Quality Pays programme and the need to develop an infrastructure to facilitate Quality Pays as an on‐going process. Describes the programmes basic aims and the training involved. Lists six key ingredients which enable companies to maintain the momentum and avoid some of the pitfalls of earlier quality service initiatives. Asserts that following these six ingredients should enable companies to develop a culture based on the premise that the customer is always right.

Details

Managing Service Quality: An International Journal, vol. 1 no. 4
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 September 1999

Kate Melvin, John Wright, Stephen R. Harrison, Mike Robinson, Jim Connelly and D.R. Rhys Williams

Reports on a study which explored the views of key stakeholders regarding the meaning and implementation of effective health care and clinical governance in NHS Trusts…

Abstract

Reports on a study which explored the views of key stakeholders regarding the meaning and implementation of effective health care and clinical governance in NHS Trusts, and the role for public health professionals. The authors used a national questionnaire survey to derive a sample for qualitative telephone interviews and two area case studies. The authors found that the meaning of effective health care and the means employed for implementation varied. Mergers were seen as hindrances to gaining organisational engagement whilst others, such as the White Paper on quality and the notion of clinical governance, were seen as facilitating. A widespread aspiration was a more integrated and corporate quality culture where quality was central, not marginal. The authors conclude that there is widespread concern among Trusts to change their culture and assert effective health care as a central value. Public health skills, rather than the discipline itself, are seen as important for such culture change.

Details

British Journal of Clinical Governance, vol. 4 no. 3
Type: Research Article
ISSN: 1466-4100

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Book part
Publication date: 5 April 2019

Hokyu Hwang, Jeannette A. Colyvas and Gili S. Drori

The social sciences and institutional theory have seen the proliferation of the term actor and the profusion of its meanings. Despite the importance and ubiquity of actor…

Abstract

The social sciences and institutional theory have seen the proliferation of the term actor and the profusion of its meanings. Despite the importance and ubiquity of actor in institutional theory, the term is largely taken-for-granted, which has stunted the development of institutional theories of actors. The authors aspire to spur theorization of actor in institutional theory in the hope of carving out institutional theories of actor in the collective research agenda. The authors first contextualize their interest in actor in institutional theory and discuss the intellectual context within which the authors put this agenda forward. The authors briefly sketch out the main themes that would provide fruitful areas of inquiry in this new agenda and bring together a variety of strands in institutional theory with a clear focus on the relationship between institutions and actors. The authors conclude by discussing the contributions included in the volume.

Details

Agents, Actors, Actorhood: Institutional Perspectives on the Nature of Agency, Action, and Authority
Type: Book
ISBN: 978-1-78756-081-9

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Content available
Article
Publication date: 7 December 2015

Heidi Hanson and Zoe Stewart-Marshall

298

Abstract

Details

Library Hi Tech News, vol. 32 no. 10
Type: Research Article
ISSN: 0741-9058

Content available
Article
Publication date: 14 October 2013

Nick Harrop

478

Abstract

Details

Clinical Governance: An International Journal, vol. 18 no. 4
Type: Research Article
ISSN: 1477-7274

Book part
Publication date: 5 December 2018

Thomas Raymen

This chapter draws upon ethnographic observation and walking interviews with private security staff to offer in-depth insight into the hyper-regulation of the city and the…

Abstract

This chapter draws upon ethnographic observation and walking interviews with private security staff to offer in-depth insight into the hyper-regulation of the city and the lived dynamics of parkour’s inconsistent inclusion and exclusion from urban space. This chapter argues that the street-level governance of urban space is largely incoherent, fractured and characterised by a myriad of conflicting spatial interests. As neoliberalism has privatised and fractured the city into a series of microspheres of spatial sovereignty, there is a lack of any notion of the common urban good; therefore, what should be allowed and prohibited from urban space. This is a manifestation of the broader trend towards post-political forms of governance. It is argued that the confusion and contradiction that surrounds what city spaces should be for actively contributed to the forms of spatial compromise developed between private security and the traceurs.

Details

Parkour, Deviance and Leisure in the Late-Capitalist City: An Ethnography
Type: Book
ISBN: 978-1-78743-812-5

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