A federal expression of success
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 January 1993
Abstract
Reports on the Federal Express corporation′s largest operation, Business Logistics, and its current total quality management (TQM) programme. Shows how the organization translated quality philosophy into action. Outlines a working structure for TQM. Examines the organization′s use of service quality indicators. Finally, stresses the role of customer partnership in maintaining TQM.
Keywords
Citation
Gordon, I. (1993), "A federal expression of success", Managing Service Quality: An International Journal, Vol. 3 No. 1, pp. 391-393. https://doi.org/10.1108/EUM0000000003152
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited