Managing Service Quality: An International Journal: Volume 2 Issue 6
Table of contents
Viewpoint It′s simple but not easy
Peter HillmanDiscusses the importance of recognising people′s contribution as an integral part of TQM, suggesting that it is recognition, and perhaps reward, for individual and team…
Viewpoint Behind the facade
David ClutterbuckDiscusses whether or not there is any truth in the quality management myth that people really want to behave in a customer responsive manner, but are prevented from doing so by a…
From engineer to grocer′s daughter
Terry LunnDiscusses performance‐related pay schemes, highlighting their importance in stimulating individuals to higher levels of achievement. Explores how the engineer, the academic, the…
Contribution matters, not status
John Seddon, Richard DavisProvides a framework for understanding the motivational influences on behaviour and discusses a way forward for reward systems that will encourage behaviour consistent with a…
Celebrating success
Derek GrynaExplores the concept of developing an organizational reward and recognition process for superior customer service. Discusses organizational goals in the light of ensuring the…
Recognizing a fair day′s work
Alan RobinsonDiscusses the correct implementation of recognition systems in the light of the delivery of outstanding quality and customer service. Outlines the systems implemented by Hibritech…
Richer sounds
Melanie WilliamsDiscusses the philosophy and practice of Richer Sounds plc, a hi‐fi separates company with the highest sales per square foot of any retail outlet in the world, focusing on its…
Lessons from service America
Michael CrossDiscusses the adoption of skills‐based pay as a part of Total Quality Management schemes in three US companies, in respect of raising standards, retaining staff and increasing…
An underground journey
John McManus, David MilesDescribes the approach of London Underground Limited to the implementation of total quality management, highlighting the experience of the company′s information technology…
The quality brief
Malcolm HeadExplores the UK legal profession and outlines why total quality management is essential to a legal practice′s future. Describes a TQM programme for solicitors and provides case…
New working practices
Phillipa CollinsDiscusses the challenges faced by the implementors of total quality management systems in having to adapt to meet the needs of new working systems, focusing on such practices as…
Addressing the issues
Naomi Ward, Jonathan BroadhurstDescribes the approach developed by the authors in using total quality management philosophies and techniques to address the issues and problems arising from IT service provision…