Managing Service Quality: An International Journal: Volume 8 Issue 1
Table of contents
Strategic assessment of outsourcing and downsizing in the service market
Donald F. BlumbergAims to provide insight into the decision‐making process which should be utilized in considering outsourcing options. Notes the complex nature of the decision whether or not to…
Design for change in a home health agency
Elizabeth A. Poirier, John W. MoranNotes that home health care is currently in a state of flux as it awaits major changes such as those relating to prospective reimbursements. Focuses on Home Health Care of Greater…
Organization transformation: the Meralco experience
Leonisa C. de la LlanaLooks at Meralco (the Manila Electric Company) which has embarked on a comprehensive transformation programme based on TQM and re‐engineering. Notes that this process was required…
Managing total service quality: a systemic view
Low Sui PhengThe technical framework within which quality assurance systems develop is well recognised. Likewise, although not as well recognised, the non‐technical framework which affects…
Quality management practices and quality results: a comparison of manufacturing and service sectors in Taiwan
Luis E. Solis, Subba Rao, T.S. Raghu‐Nathan, Cho‐Young Chen, Shih‐Chun PanIn this paper we compare the quality management practices and quality results between Taiwanese manufacturing and service companies, based on a survey of 131 manufacturing and 109…
Quality assessment, total quality management and the stakeholders in the UK higher education system
Lawrence R.P. ReavillTwo simple models are developed to identify the customer of higher education (HE), as the customer′s requirements are key to total quality management. One is based on a product…
A system model for ISO 9000 standards
Chong‐Chuan LimA system model for ISO 9000 series of standards is proposed. It is based on the principles of system thinking. The author points out in the paper two system cycles that should be…
Complaining customers, service recovery and continuous improvement
Gavin Eccles, Philip DurandNotes the fact that dissatisfied customers may not complain to the service provider, but will tell a number of people about the bad service they have received. Looks at factors…