Managing Service Quality: An International Journal: Volume 3 Issue 1
Table of contents
Hear it from the heart
J. LynchExamines the new concept of total care management (TCM). Argues that customers are choosing companies not simply on the quality of their products but on the integrity of their…
Tuning into Ritz philosophy
C. HendersonShows how Ritz‐Carlton Hotels have created a customer‐sensitive service. Argues that this has arisen through an appreciation of consistent service, based on the concept that…
A federal expression of success
I. GordonReports on the Federal Express corporation′s largest operation, Business Logistics, and its current total quality management (TQM) programme. Shows how the organization translated…
The achieving school
M. WilliamsExamines a local education authority′s involvement in a quality improvement process known as GRASP (Getting Results and Solving Problems) which focuses on achievement and results…
Banking on good service
B.W. MillerDiscusses how the First Interstate Bank of Oregon has devised a successful incentive and reward scheme for employees, based on their own view of customer service quality. Reflects…
Challenge those recession blues
P. HollingworthCritically reviews total quality practices and misunderstanding of the concept of empowerment. Berates the fact that many organisations are managed by objectives rather than for…
Spirals of change
M. Foster, S. WhittleConsiders the requirements for making organisational change. Contends that those companies that have made the transition have done so by changing the way in which management…
Winning the customer service war
C. BielenbergExamines the problems that companies face as they seek cost‐effective ways of attracting new customers and ensuring the loyalty of existing ones. Considers ways in which companies…
Monitoring initiatives
J. HarknessLooks at some methods for measuring the effectiveness of quality management initiatives. Considers internal and external assessments, and the need to continuously track customer…
Positive interaction
B. KellyLooks at the communications event as an effective opportunity to launch an organisation initiative aimed at involving everybody in the task of improving quality. Outlines the…