Managing Service Quality: An International Journal: Volume 2 Issue 2
Table of contents
Viewpoint Ringing the changes
AD. SearDiscusses the philosophy of Total Quality Management, which embraces the requirements of the customer and personal business goals in a way that is complementary, cost‐effective…
Viewpoint Great opportunities for improvement
I. SeathDescribes the way in which a service provider can identify opportunities for improvement, and target such opportunities within a framework of improvement action.
Closing the gap
Murray DiffinOutlines the situation regarding European management technology, comparing current systems in Europe with contemporary businesses in Japan and the USA. Discusses in brief the…
A successful attitude
John SeddonDiscusses the concept of “attitude” as the reason why some quality initiatives fail and some succeed and states that successful change requires both passion and systems. Outlines…
Firing on all cylinders
J. Daniel Stewart, Daniel RameliOutlines the implementation of Total Quality Management at the US Air Force Development Test Centre at Elgin Air Force Base in Florida. Discusses the steps in the implementation…
Keeping tabs
Dick de Kievit, Terry Finlow‐BatesDescribes a well‐tested, simple visual aid for determining where a company stands in its TQM implementation process. Provides an example of the “process‐matrix”, discussing the…
A taxing situation
Judith DelsanterOutlines the procedures implemented by the US Internal Revenue Service (IRS) to reduce the potential for errors in the paperwork and alleviate the “feast or famine” nature of the…
Energising the community
Angelo EspositoOutlines the total quality programme adopted by the Municipal Services Board (ASM) in Brescia, Italy, the aim of which is to achieve improvements in performance, both in terms of…
Service with a smile
Bettye Wells MillerDiscusses the practices of the family‐owned Nordstrum company, an American firm which maintains the philosophy of customer service through its sales associates, offering the best…
TQM goes to school
Malcolm GreenwoodDiscusses how TQM has been included in the new Business Studies syllabus at Bradford Grammar School, and the benefits for both teachers and students. Outlines the components of…
The missing link
Keith FrancisOutlines the position of salespeople in the downfall of many TQM programmes. Examines training procedures in sales departments and suggests three reasons for deficiencies which…
The balancing act
Colin Armistead, Graham ClarkDiscusses a survey mailed to some 3,000 managers to ascertain how service managers approach the management of resource capacity to satisfy the demand for their type of business…