Managing Service Quality: An International Journal: Volume 6 Issue 5
Table of contents
TQM ‐ does it always work? Some reasons for disappointment
John MacdonaldStates that many companies have been disappointed with the results of their drive for quality improvement. Outlines ten principal reasons for disappointment, all of which can be…
Stepping up to the challenge of change
Gary Ransom, Tom KnightonReports on an informal and wide‐ranging interview which describes the profound influence change wields over business performance, clarifies what is really at stake when…
The ethical route to service quality at John Lewis Partnership
Jonathan DandyDescribes how John Lewis developed a strategy for service quality by ensuring that all staff feel valued, are well treated, well trained and given a sense of responsibility …
AT&T (UK): negotiating quality through customer communications
John FoxtonAt AT&T focus on the customer is paramount. Describes the “shared expectations” process to create ongoing, value‐adding relationships between customers and suppliers. Details four…
How Skandia AFS defines and grows its customer base
Gunnar MobergOutlines AFS’s non‐hierarchical structure and the way AFS conducts its business by co‐operating with specialists to create competitive products. Describes how AFS defines and…
That’ll be the Daewoo: giving the customers just what they want
Patrick Farrell, Charles DawsonDescribes Daewoo’s entry into a mature market with a mission to become the most customer‐focused car company in the UK. Outlines the distribution strategy ‐ the building of its…
Do It All’s loyalty programme ‐ and its impact on customer retention
David Clayton‐SmithDescribes a bonus card system and examines the results of an analysis of bonus card transactions giving key customer segments. Looks at retention and acquisition strategies and…
Managing quality in a UK local authority: the Leicester experience
Charles Farrell, Samuel K. HoThe resources department of the Leicester City Council (LCC) has introduced a wide range of initiatives to achieve quality management with the aim to deliver quality services to…
The route to TQM at American Express
Lilyan VendrigDescribes how American Express recovered its top position and opened a wide gap between it and its competitors by using the framework American Express quality leadership (AEQL…
Customer‐centred growth: five strategies for building competitive advantage
Richard Whiteley, Diane HessanSuggests that companies can become customer centred by adopting five strategies: shift to a laser‐beam focus; hardwire the voice of the customer; universal collaboration; lasting…
The service concepts in practice: compromises in high street trading
T. Alistair, J. NicholsonDescribes the “high street trading exercise” and its value in revealing the theory of service management and the impact it has had on the student learning process. Also provides a…