Quality involves everyone: how Paul Revere discovered “quality has value”
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 1995
Abstract
In 1983 the Paul Revere insurance company had fallen from its position as market leader, an occurrence which acted as catalyst for the “quality‐has‐value” programme. Describes the company’s quality process, the phases through which staff go before attaining the “right attitude” and the whole process of implementation. Although the company has now regained its position of market leader, the “quality‐has‐value” programme continues.
Keywords
Citation
Townsend, P. (1995), "Quality involves everyone: how Paul Revere discovered “quality has value”", Managing Service Quality: An International Journal, Vol. 5 No. 2, pp. 19-24. https://doi.org/10.1108/09604529510083549
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited