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Profile of the RPS Quality Process

Bram B. Johnson (A 16‐year veteran of the transport industry, joined RPS as vice president of marketing during the research and development phase in 1984. He holds a bachelor’s degree in Business Administration from Northeastern University and an MBA from Harvard University.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1994

379

Abstract

Describes the quality process established by RPS, a road transport company which is a leader in the small package delivery market. Regional quality involvement teams (RQIT) were set up with the aim of training every full‐time employee. This was seen as a total commitment to quality. Customer feedback systems help RPS to find out exactly what the needs and wants of the customer are. The level of service is measured against 12 customer quality indicators (CQI) which also help the company to set quality‐related goals. A “cost of unquality” programme measures the cost of mistakes. Concludes by saying that this quality process shapes their activities, guides their development and identifies their goals.

Keywords

Citation

Johnson, B.B. (1994), "Profile of the RPS Quality Process", Managing Service Quality: An International Journal, Vol. 4 No. 2, pp. 19-21. https://doi.org/10.1108/09604529410796152

Publisher

:

MCB UP Ltd

Copyright © 1994, MCB UP Limited

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