Managing Service Quality: An International Journal: Volume 5 Issue 3
Table of contents
The transition to customer service: the IT department challenge
Garrey MelvilleElucidates the various factors in the process through which an ITdepartment transforms its orientation into one of business service.Identifies the six transitional stages that the…
“TQM...if”
Jon ChoppinRevisits Rudyard Kipling’s poem “If”, finding thereinmany ingredients of total quality management. Suggests that, once putinto context, there is much for us all to learn from the…
Re‐engineering at Dow Corning
Jim FalenderOutlines the stages through which Dow Corning created newopportunities in new markets for product development in order to meetthe company’s goals for growth. Dow Corning carried…
Building a customer‐focused local authority – in Christchurch, New Zealand
Christopher R. JonesRecounts Christchurch City Council’s attempt to develop acomprehensive strategy through which all employees could focus onimproving performance in the varied areas of service to…
Quality improvement in the NHS
John MacdonaldExamines the NHS, its funding, service, change, etc. and the basicelements of its reform. Details management problems and how TQM canhelp, despite cynicism within the service…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/09513559510077797. When citing the…
Enhancing professional service quality: feedback is the way to go
Allan H. Church, Miriam Javitch, W. Warner BurkeProfessional service organizations continue to face increasinglycompetitive markets. In this situation the key to profitability growthis client loyalty which depends on client…
Improving quality in professional service organizations: a review of the key issues
H.G. Harte, B.G. DalePresents a review of the literature on the methods and approachesfor identifying and satisfying customer requirements for professionalservice organizations and thereby…
The quality culture: manufacturing versus services
Kathryn Troy, Lawrence ScheinThe notion that quality takes time is not new, but a survey by TheConference Board found that companies need at least three to four yearsfor TQM to be accepted by employees, and…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054500. When citing the article, please…
Erratum
This article has been withdrawn as it was published elsewhere and accidentally duplicated. The original article can be seen here: 10.1108/eb054501. When citing the article, please…