Managing Service Quality: An International Journal: Volume 3 Issue 4
Table of contents
Perceptual blueprinting
L. RandallExamines the ′perceptual blueprinting technique′, a standardised method used to encourage service quality and effectiveness by identifying the organisation′s service delivery…
Activating prosperous teamwork
R. CourtneyConsiders how an organisation decided a quality approach was needed to help it achieve its strategicobjectives. Suggests a number of steps for implementing a quality programme…
Creating an index
S. Bergendahl, A. WachtmeisterLooks at the privatisation of the Swedish telecommunication company, Televerket. Considers the stiffer competition the company will face and describes how, over the last couple of…
Perception or reality?
M. WilliamsFocuses on customers′ bad service experiences and the fact that these stick in the mind of the customer, even if it may only be a one‐off occurrence. Shows that correcting…
Questioning a major service boost
C. AshtonAsks whether or not the Citizen′s Charter and the ensuing Charter Mark Scheme (1992) are beneficial for those in the service industry and its recipients. Outlines the Charter Mark…
Survive the construction jungle
M. Foster, A. BeardInsists that like most industries, the construction industry has felt the pinch of the most recent recession and in all areas management is shifting towards cutbacks and…
Early learning for a new school style
M. GreenwoodDiscusses the use of total quality management within schools and reflects on the progress it has made in both the United Kingdom and the USA. Argues that the development of a…
Applying standards to law
J. CreelmanDiscusses the new concern for quality in the legal profession. Shows how the solicitors′ profession, once considered the epitome of quality itself, is now beginning to find itself…
Sparked by initiative
N. StockOutlines the progress that East Midlands Electricity has made in implementing total quality management in the midst of privatisation. Includes a discussion of problems…
Making the technology connection
K. WetherellReports on the progress of the US‐based Connecticut Mutual Life Insurance Company′s efforts to increase productivity and reduce costs through new information technology. Shows how…