Managing Service Quality: An International Journal: Volume 6 Issue 1
Table of contents
How ‐ and why ‐ TQM is fundamentally flawed
Julian SimcoxDiscusses the insights offered by Stephen R. Covey in his book Seven Habits of Highly Effective People. Outlines the Seven Habits programme and concludes that it provides a set of…
More world‐class winners ‐ profiles of the 1995 Baldrige winners
Chris TaylorLooks at two of the 1995 Baldrige Award Winners. Details their company profiles and briefly discusses the future of the Baldrige Awards.
An evaluation of quality in financial services: problems and prospects
David Knights, Darren McCabeAnalyses the growing wave of quality initiatives which have emerged within financial services since the mid 1980s, as revealed by a recent postal questionnaire survey. Identifies…
Service excellence in the banking industry
Seonmee Kim, Brian H. KleinerUses personal telephone interviews, and researches the literature to show how banks change themselves to cope with changes in the marketplace. Focuses especially on…
Mexico’s second bank learns about service in a competitive market
Chris TaylorDescribes how in 1991 the Mexican Government privatized the country’s banking system in order to encourage greater efficiency and competitiveness in the run‐up to the open‐market…
Total quality research in the pharmaceutical industry
Jennifer Rowley, Keith SneydDescribes a questionnaire‐based survey of the UK pharmaceutical industry which investigated the implementation of total quality (TQ) in research‐based environments. Concludes that…
How to measure customer service effectively
Scott C. Baggs, Brian H. KleinerWhile accurate measurement of customer service is important, of even greater importance is making the measurement effectively so that results can be used to improve business…
TQM in service design
John J. McManus, Iain HutchinsonLooks at definitions of quality in the literature and their appropriateness to TQM in service industries. Discusses the opinions of leading proponents on the cost of quality, the…
Customer satisfaction assessment for “internal” suppliers
Christopher R. JonesCustomer satisfaction assessment is now widely recognized as a vital input to any strategy for customer focused business performance improvement. The need to improve…
Making service‐quality improvement work
Bo EdvardssonUnderstanding how to manage and improve quality in service requires an appreciation of the unique characteristics of the service industry. Unlike manufacturing, the service…
The theory of constraints in services: part 1 ‐ the basics
Jaideep Motwani Donald Klein, Raanan HarowitzSeveral authors have investigated and proposed implementation for the theory of constraints philosophy in manufacturing organizations. However, no study has addressed the…