Managing Service Quality: An International Journal: Volume 1 Issue 2
Table of contents
Middle management's new role
JOHN SEDDONThe last five years have seen an enormous growth in service training. Generally, organisations are buying short (one or two day) service ‘orientation’ programmes. We have been…
Role modelling
John CarsonAsserts that although you cannot delegate quality, a large number of successful senior managers have achieved success through their ability to delegate, along with other important…
The psychology of TQM
Philop UllahConsiders that implementing total quality management is more a matter of changing people than changing technologies. Shows how psychology can be used to facilitate the process…
Quality through leadership
Michael WashDiscusses part one of a two‐part series, concerning a research project in British Telecom aimed at the problem of how to get “Quality” into the culture of the business, and which…
Preparing people to lead
James BarksdaleDescribes the ways in which Federal Express, the first US service company to win the prestigious Malcolm Baldrige Award, implements total quality management. Considers operations…
Lessons to be learnt
Christine Whyte, Mary LyonsTraces the development of a quality impetus in the Training and Employment Authority in Ireland. Considers how the focus on quality in a state‐sponsored organisation survived…
Beyond stars and crowns
Tony BuxtonDiscusses the accreditation of the Avant Hotel, Oldham, Lancashire, UK, the first hotel registered to BS5750, the British Standard for quality procedures. Asserts that now people…
The road to recovery
Rory ChaseReports on a recent two‐day conference where delegates examined how total quality management can create a new culture within the UK National Health Service. Discusses the…
Enhanced patient care
Lynn YoffeeReviews how one of the USA′s innovative hospitals is focusing on quality improvement. Discusses the need to become competitive as a result of the reduction in patients, and…
A view from America
Jim NadenShares some observations following sponsorship by the Scottish Development Agency of a fact‐finding mission to the USA. The objective was to learn from the best US service…
The new competitive edge
Management Centre EuropeFollowing a recent survey, shows how managers view service and the key issues affecting future profitability and growth. Asserts that the survey report is unique in that, possibly…