Managing Service Quality: An International Journal: Volume 3 Issue 6
Table of contents
Viewpoint ‐ Simply seeking best practice
Notes the differences between benchmarking and intelligence gathering and suggests that some benchmarking initiatives fail because these differences are not realized. Outlines…
Viewpoint ‐ Achieving award status
Defines benchmarking and outlines some common pitfalls for organizations undertaking it. Suggests that the European Quality Award model provides an organization‐wide focus of…
American Tips for Top Service
T. Mosely, B. MooresBenchmarking within the service industry is not as easily definable as in manufacturing, where there are many processes common to companies in businesses which are different from…
Benchmark for the Best Business
R. Brooks, T. WraggAsserts that any benchmarking activity to improve service performance must develop a combined external and internal perspective. Offers advice on benchmarking techniques, useful…
Securing Future Success
D. FletcherFocuses on measuring quality in the security industry. Explains how quality concepts can be successfully applied to a service industry. Outlines the measurement criteria used by…
Making the Right Connection
A. PozosFocuses on Pacific Bell telecommunications company and its benchmarking process to measure customer satisfaction. Explains the company′s current process m eight steps performed in…
Quality Conversion for Council
C. Goulden, J. PassRelates how Cannock Chase District Council has adopted various methodologies for assuring best practice from large manufacturing companies in the private sector. Outlines a…
Change for the Public Sector
S. Speller, A. GhobadianSecond of two articles focusing on public sector service quality. Looks at a number of local authority case studies, and benchmarks these against the service quality model of…
Caught in a Black Box
R. WargoFocuses the preliminary stages of a study conducted by the International Benchmarking Clearinghouse in 1993 to clarify the process of transforming research data into definable…
Measuring up to the Top Model
M. LovedayAssesses current views on the validity of benchmarking. Outlines the creation of the European Foundation for Quality Management and the European Quality Award. Finds that there is…
The Course for Higher Education
R. VareyTries to determine what constitutes quality in higher education. Assesses who are the customers of higher education and what should be measured. Outlines the developments at…
Creating a Professional Measure
I. LivseyDeveloping an accurate standard of service quality within professions which require specialist knowledge is not easy. Outlines the measures which have been developed by the…
Bridge the Inhibiting Gap
J. MacdonaldExplains how continuous improvement contains three elements, all of which must be equally maintained to achieve results. Focuses on one element, namely, provide the right…