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Building people and organisational excellence: the Start service excellence program

Martijn Hesselink (PhD‐student at the Erasmus University Rotterdam, The Netherlands. His research topic is the influence of leadership on the service behaviour of employees, using network theory. He has also worked for five years as a quality manager at Start Flexcompany.)
Frits van den Assem (Manager of the Quality and Service Department of Start Flexcompany and is program‐manager for the implementation of the Service Excellence Program. Before that, he worked for three years as Regional‐Manager within Start.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 2002

2819

Abstract

One of the largest companies for temporary labour in The Netherlands, Start, is implementing a service‐culture‐change program. This so‐called service excellence program has been initiated to help the organisation to become one of the leading companies in Europe with respect to service behaviour and service culture. After a short introduction of the company and the current situation in the Dutch labour market, this paper describes the reasons for adopting this program and how it is being implemented.

Keywords

Citation

Hesselink, M. and van den Assem, F. (2002), "Building people and organisational excellence: the Start service excellence program", Managing Service Quality: An International Journal, Vol. 12 No. 3, pp. 139-145. https://doi.org/10.1108/09604520210429196

Publisher

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MCB UP Ltd

Copyright © 2002, MCB UP Limited

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