Managing Service Quality: An International Journal: Volume 5 Issue 4
Table of contents
Achieving and exceeding customer satisfaction at Milliken
Clive F. JeanesDescribes how Milliken’s European Division became acustomer‐focused, total quality driven management business. Highlightschanges in management and organizational culture since…
Creating competitive advantage via customer service: the RAC case study
Frank RichardsonDescribes a revolution in customer service at the Royal AutomobileClub (RAC). Explains how, since the mid‐1980s, the RAC has become themost progressive and fastest growing…
Empowering employees – back to the future at Novotel
Guy ParsonsDescribes Novotel’s “Back to the Future” programme,introduced in 1993 with the aim of revisiting the customer‐focusedphilosophy that gave rise to the company’s success in the…
Understanding and meeting the needs of our customers
Colin SkellettDescribes how Wessex Water initiated a customer consultationexercise under the slogan “How far should we go?” tounderstand more fully what customers really expected and endorse…
Customer focus for successful business strategy at Eurodollar
John LeighDescribes how Eurodollar, a car and van rental company, developed ameasurement system to gauge customer needs and assess internal standardsof service. Outlines the development of…
The importance of positive customer service to Ansells
Paul LeechDescribes a consumer research programme, set up by Ansells RetailLtd, the operator of over 540 “managed” public houses in theUK. The research involves “mystery customers” visiting…
Putting people into the process at BT
Jan WalshAdvocates that customer satisfaction must be at the centre ofbusiness processes and not treated merely as an anaesthetizedby‐product. There is a need to redress the imbalance of…
Total quality management in professional services: an examination. Part 1
H.G. Harte, B.G. DalePresents a study of eight organizations which employ a large numberof professionals, examining how they have approached the introduction oftotal quality management (TQM). Among…
Developing and implementing a customer contact strategy
John BurnsDescribes how telephone‐based account management and service can bean excellent way of improving perceived quality, highlighting theeffectiveness of a customer contact centre…
Using IDEAS to get started on benchmarking
Calum Webster, Yi‐Chen LuPresents a method of operational benchmarking especially suited tothose seeking a low profile or low key approach. Benchmarking isinterpreted in a broad sense, thus making the…