Making Customer Satisfaction a Business Priority at the UK’s Royal Mail
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 1994
Abstract
Looks at the Royal Mail’s implementation of total quality to improve customer satisfaction. Describes it through the European Foundation for Quality Management model. Regards customer satisfaction as an organizational focus and highlights various ways of measuring organizational performance as it impinges on customer satisfaction. Also identifies and elaborates on three key business processes for further development.
Keywords
Citation
Raisbeck, I. (1994), "Making Customer Satisfaction a Business Priority at the UK’s Royal Mail", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 13-15. https://doi.org/10.1108/09604529410796260
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited