Managing Service Quality: An International Journal: Volume 1 Issue 4
Table of contents
Relationships with suppliers
JOHN CARSONMost professional buyers are expert at managing their key suppliers, often utilising thorough vendor assessments and closely monitoring delivery and product quality. Managing…
Managing culture change
Colin Coulson‐ThomasReports on a survey, carried out by the British Institute of Management, which shows that to survive, organisations have to be more responsive to employee and customer needs…
Attitudes and behaviour
John SeddonAsserts that for quality improvement to have a lasting effect in an organisation, employees need to learn how to adapt themselves to the culture change and understand why it is…
You can′t get better...care!
David JenkinsDescribes the care policy of Kwik‐Fit, and how their trained staff will re‐charge customers′ batteries with “100% customer satisfaction, 100% of the time”. Briefly outlines the…
Selection and placement
Sharafat KhanOutlines various processes necessary to recruit and retain “winning” and “leading” employees. Asserts it is important to have a clear conception of objectives in staffing and…
Big Y takes pride in its work
Monda DriscollDiscusses how a US supermarket chain, Big Y Foods, proves even part‐timers can be motivated with PRIDE to exceed customers′ evolving expectations. Describes how, from the moment…
Cheers...
Terry LunnDescribes 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…
Front‐line managers
Graham Clark, Colin ArmisteadAsserts that service is about people ‐ people who deliver good service to their customers. Contends that these service providers perform best when they are led and encouraged by…
Not just a job
KAY FOSTERIn a service business, quality is a function of the customer's perception of the service delivery. To help British Airways improve its service quality, the company is…
Club Med goes for quality
ANNA KOCHANAt the heart of Club Med's quality policy is the integration of customers and employees . This not only avoids the classic guest/staff relationship, but helps employees to…
The goal for the future
IAN FERGUSONTQM has empowered individuals to expand their horizons of personal quality and collective responsibility. This was highlighted at a recent conference held in Boston, USA.