Managing Service Quality: An International Journal: Volume 2 Issue 5
Table of contents
Viewpoint Individuals are rarely perfect but sometimes a team can be
Peter HillmanDiscusses the advantages of and necessity for teamwork in a Total Quality Management programme.
Getting the right focus
Richard DavisDiscusses teamwork as an effective force for TQM, highlighting the need to be correctly focused to enable it to become a way of life in the organization. Explores the concept of…
Getting into shape
Glenn ParkerExplores the way in which to create a team‐based organization which will successfully support service quality. Reviews the process of change in insurance companies, the…
Training team leaders
Karen MyersOutlines the policies of the AA in its training for customer care skills, team leadership abilities and team‐building initiatives. Provides a guide to the implementation of the…
Motivating employees
Gillian NicholOutlines the policies of the Canadian Imperial Bank of Commerce in creating an organization in which its 48,000 employees are “customer obsessed”. Discusses participation in…
Risks and rewards
Jeanne Wilson, Jill GeorgeDiscusses the creation of self‐directed teams in the service industry in a bid to improve processing time, reduce the number of “hand‐offs” and create more interesting…
Customer obsession
Sue NewtonDiscusses the Total Quality culture of Harvester restaurants, concentrating on training to achieve the company′s mission of delivering a high quality service to its guests…
All ablaze
Bettye Wells MillerOutlines the experience of the Fireman′s Fund Insurance in its expansion of its quality improvement programme, and the unexpected benefit of a team‐based company culture…
Trust in teams
Hugh Koch, John M. SabugueiroOutlines team development at the Aylesbury Vale Community Health Care NHS Trust, highlighting structure, culture and techniques of QITs, and the bias for action. Suggests that the…
Hidden services
Terry Finlow‐BatesSuggests that the basic faith‐driven religion of TQM is not enough, but what is necessary is the back‐up of understanding gained from the TQM equivalent of the theory of…
Resisting change
John McManusDiscusses the need to manage a well defined TQM culture in order to ensure the future profits of many corporations. Explores the necessity for commitment to projects and examines…
Banking on co‐operation
Chris Smith, Peter Fargus, Steve SmithDescribes how the Co‐operative Bank introduced a Total Quality programme, its achievements, the lessons learnt and the problems encountered.
Word of mouth
James CreelmanDiscusses “Welcome Host”, the programme launched by the Wales Tourist Board which aims to provide whole communities with the customer care skills required to deliver service…