Managing Service Quality: An International Journal: Volume 1 Issue 6
Table of contents
A force for change
T. CollinsOutlines the Metropolitan Police′s approach towards developing performance indicators to assist in gauging the quality of their service and the use of surveys as an indicator of…
Focusing on excellence
I. GoldsteinDescribes why and how the General Accounting Office (GAO) ‐ the ′investigative arm′ of US Congress ‐ is approaching Total Quality Management. Sets out the steps that were followed…
Unemployed people as customers
J. Beedon, M. RaffDescribes how the West Midlands Employment Service has developed a strategy for total quality. Follows the stages an office goes through on their Quality Path using a gardening…
Life after Deming
J. DelsanterFocuses on organizational restructuring at Florida Power & Light in the USA, winner of the International Deming Prize for business excellence. Continues with an overview of the…
Stamp of Quality
D. Brown, R. BanksReports on the Royal Mail′s ′Customer First′ TQM process, where service quality is based on the needs of both external and internal customers. Describes how their performance…
Quality health care
H. Koch, A. Lloyd, B. DawsonDescribes how a Bristol‐based health authority has established its own TQM approach for continuous improvement of patient care and customer service. Presents the components of…
Flying with quality
R. Malatino, J. Zeiher, W. ArmstrongReviews TQM implementation by the Naval Air Systems Command (NAVAIR) since the early 1980s. Outlines the benefits, to date, of TQM efforts as well as lessons learnt from applying…
The quality approach
P. TattersleyExamines the role of standards in improving the performance of an environmental health department. Demonstrates how quality initiatives, quality audits and quality teams can be…
The retail customer
R. MartinDetails how Mann Egerton′s ′Countdown to Excellence′ programme aims to create a superior Customer Oriented Retail Environment within the European motor retailing industry…
Facilitator skills
M. Foster, R. DewhirstExplores the difficulties many managers have in performing the facilitator role, and in particular, providing assistance to Quality Improvement Teams (QITs). Reports on the…