Total customer service

Abstract

Black & Decker UK has approached quality management through Total Customer Service. The programme involves communications, employee participation through quality circles and TCS groups, plant reorganisation and changes in pay and grading. After five years, what are the results?

Citation

Wilkinson, A., Snape, E. and Allen, P. (1990), "Total customer service", The TQM Magazine, Vol. 2 No. 5. https://doi.org/10.1108/eb059505