Training for Quality: Volume 1 Issue 2
Table of contents
QUALITY TRAINING AND CORPORATE TRANSFORMATION
Colin J. Coulson‐ThomasDraws on a number of recent surveys to address the issue of why corporate transformation and total quality are taking longer to achieve than was first envisaged. Concludes that a…
TOTAL QUALITY MANAGEMENT AND ISO 9000
Samuel K.M. HoSuggests that, with quality being vital to maintaining a competitive edge, total quality management and the international quality management standard, ISO 9000, are of increasing…
OWNING THE PROCESS OF QUALITY IMPROVEMENT
Geoff BarnsleyLooks at three very different organizations which introduced total quality management following a common framework involving a four‐stage approach to implementation. Through the…
SERVICE QUALITY: DEFINITIONS, DETERMINANTS AND MEASUREMENT
Barbara R. LewisConcerned with customer service/quality in service sector organizations, reviews some of the core literature in which service quality is defined and its determinants are…
SEVEN ESSENTIALS FOR MANAGING SUPERIOR CUSTOMER SERVICE
Steve Macaulay, Sarah CookExamines the focus on customer service while at the same time maximizing the use of resources. Suggests that through effective management of resources a balance between the cost…