Managing Service Quality: An International Journal: Volume 3 Issue 5
Table of contents
Outlook: Make it clear
James CreelmanThe chances of success with a customer care programme seems to be similar to those of total quality management (TQM) initiatives. The latter apparently has only a 20% success…
Viewpoint: Making use of improvement processes
Geoff BarnsleyCustomer care can be an important factor in your quality improvement process, allowing you to enhance service quality and differentiate you from the competition. It can also be…
First class approach
Margaret Singer, David Taylor, Chris JacksonDescribes how a large service organisation, Post Office Counters Ltd, has applied total quality principles to the development of customer care initiative. Reviews the…
Facing up to frontline stress
M. WilliamsShows that work‐related stress has immense costs for the industry. Asks whether the costs of stress are a problem which should be accepted as part of business today, or whether it…
Crowned, but not king
G. OddeyExamines the state of the total quality movement within the service industry. Contends that in somecases to accept that the customer is always right has produced the wrong…
Switched on to quality
J. Dooney, H. SummersIn an effort to counter those who claim that total quality management programmes fail, or are too slow at delivering benefits, demonstrates how Yorkshire Electricity has achieved…
Stand out from the crowd
K. RitchieExplains the steps the Nationwide Building Society has taken to improve the management of customer relations. Argues that to gain an edge on its competitors, the most important…
Excavating a goldmine
J. HarveyBriefly explains the use of a new process called “business improvements through customer insight”, designed to aid the measurement of customer requirements at all stages of the…
Change for the public sector
S. Speller, A. GhobadianGives an overview of interest in, and development of, quality management in local government. Outlines the process of transferring quality management to public sector services…
A focus on information overload
C. AshtonBriefly reports on how various public sector groups in the north east of England are advancing theirquality management by coherently focusing on customers and their needs. Details…
New turn at top level
M. JacquesReports on total quality management at the University of Wisconsin‐Madison, as espoused by the University′s chancellor, Donna Shalala. Considers the prospects for the resurgence…
Journey of experience
R. DowseExplains why and how the Wollogong City Council in Australia began its Quality Improvement Programme, which has progressed through several stages since initial interest was…
Steaming ahead with change
M. WilliamsDiscusses briefly the introduction of the British Rail Passenger′s Charter, and explains how the charter has been received and how effective it has been. Describes advantages and…
Third party service efficiency
L. DaviesReviews the effect of TQM practices implemented in the third‐party contract distribution service industry. Outlines two key service problems that face the industry: identifying…