Managing Service Quality: An International Journal: Volume 2 Issue 4
Table of contents
Viewpoint Training ‐ a waste of effort?
Ian SeathRaises questions about the effectiveness of education and training for service quality. Suggests that the effectiveness of training can be enhanced by using facilitators to help…
Viewpoint Have British managers ignored the quality message again?
David LawsonExplores the findings of a recent survey which suggests that British managers have the wrong priorities when setting targets for quality management. Compares British business with…
It′s a kind of magic
Bettye Wells MillerDiscusses the policies of the Walt Disney Company in respect of its commitment to employee training and recognition. Explores the many ways in which employees (cast members) are…
People selling perfection
Mike ScallyDiscusses the role of top management in providing leadership by example on the road to Total Quality. Explores important themes from executive workshops ‐ how to “model” quality…
A way of life
Stephen Tanner, Sarah DawsonOutlines the comprehensive training and development programme embarked upon by Prudential Life Administration and designed to raise customer service levels and improve…
Six sigma
Judith DelsanterDescribes how Motorola has achieved further success through a comprehensive quality programme aimed at re‐educating the total workforce. Explains how the company has learnt that…
The show must go on
Debra ButterworthDiscusses the training and development programme run by Granada Studios Tour, a UK urban theme park, which had contributed largely to achieving business objectives and gaining a…
Seeing the light
Richard Davis, John SeddonDiscusses the methods by which to tackle behaviour and performance attitudes in a systematic manner, concentrating on changing management behaviour to make systems work. Examines…
Putting customer quality first
Chris BarrettOutlines the process by which Wessex Water intends to become the benchmark other service organizations will look to as an example of quality and service, highlighting attitudes…
Power to the people
James CreelmanExplores the methods used by the Central Division of the National Grid Company to educate their employees on the benefits of TQM, thus smoothing the transfer from the public to…
Just what the doctor ordered!
George Steedman, Kathleen BabbageOutlines the two year TQM programme implemented by Barnsley District General Hospital′s Catering Services department, which resulted in its being accredited to BS5750 Part 2 in…
Pain and change
Murray DuffinProvides case studies which illustrate constructive and imaginative uses of the “pain” of change, as felt through the implementation of continuous improvement through TQM…
Proving the need
Phillipa CollinsDiscusses the implementation of cost for quality programmes in non‐manufacturing functions, suggesting their necessity in enabling management to accept the true cost of not…