Managing Service Quality: An International Journal: Volume 1 Issue 1

Doing more with less

John Seddon, Stephanie Jackson

Asserts that leaders will be judged in the 1990s by their ability to develop new ways of working. Considers both the form and the process of change and looks at the way leaders…

The keys to quality

John Carson

Discusses the principles of quality management as applied to the service industry. Considers the requirements of the product user, the elements of quality, management commitment…

The customer is God

Lance Arrington

Attempts to sketch out directions for business and quality management based on a recent survey of world business leaders. Discusses the reality of global trading on a 24‐hour…

Improving service quality to business travellers

Opinion Research Corporation

Reports on the findings of an ongoing study in the airline, hotel chain and car hire industries, to identify key gaps between what frequent travellers say is important and what…

Why TQM?

Peter Van Cuylenburg

Asserts that total quality is a competitive imperative for the 1990s, and that it must become part of the corporate culture. Contends that in such a culture employees cannot help…

Investing in the Future

David Ballantyne

Outlines, briefly, the history of the ANZ Bank in Australia and the changing nature of banking. Describes the “people oriented” issues which carried the change process forward…

Improving the service quality chain

Morris Foster, Susan Whittle, Stuart Smith, Peter Hyde

Describes a research study implementing TQM in the employment services using it on an organisation‐wide basis, for internal as well as external customers. Suggests a customer…

Bonjour le qualite

Anna Kochan

Describes the introduction of a quality initiative in France, where the Angers town hall is leading the way through decentralisation, communications and meeting customers′ needs…

TQM in research

Roger Price, Geoff Gaskill

Considers the special challenges when applying total quality management to a research environment. Describes a three‐dimensional quality model and a strategic planning model used…

Measuring service delivery

Mal Owen

Argues that Statistical process control is not limited solely to manufacturing applications and that major benefits are to be gained from introducing SPC in administrative and…