Managing Service Quality: An International Journal: Volume 7 Issue 4
Table of contents
Ten arguments against ISO 9000
John Seddon“Criticizing quality is like criticizing the Queen Mother” according to one contributor to John Seddon’s research for this attack on ISO 9000 ‐ commonly viewed as the quality…
Rover Group’s drive towards extraordinary customer satisfaction
Chris TaylorExamines how; in the past ten years, Rover Group has shifted from a publicly owned motor manufacturer, the butt of many jokes, into private ownership under British Aerospace plc…
The ISO and TECs: a strategic imperative
Peter Fuller, Nav KheraBritain’s Training and Enterprise Councils (TECs) have been in the forefront of action to encourage and enhance new business initiatives, to promote growth and prosperity, and to…
Practices of excellent companies in the automotive finance industry
Joseph Spina, Brian H. KleinerThe success of any company depends largely on how well its employees execute the company’s plan of action in an effort to achieve desired objectives. In an effort to secure and…
Problems of implementation force Cowie to change its quality system
Stephen C. Willoughby, D.K. WilsonDiscusses the results of a pilot evaluation of the use of computer software to support the quality management system at one motor dealership in the Cowie Group. This focused…
Establishing rapport: the secret business tool to success
Wayne A. Hollman, Brian H. KleinerRapport is important in business. It can be described as a feeling you experience when you are with someone you intuitively like. And since so much of communication is non‐verbal…
Meeting the service quality challenge: structural problems and solutions
Ugur Yavas, Donald J. ShemwellPresents real‐life and day‐to‐day examples of service delivery problems which will be familiar to all readers. Then provides practical re‐engineering solutions to remedy the…
Oliver Cromwell and the total quality challenge
Jon ChoppinPresents another fictitious conversation by the author’s two heroes ‐ corporate MD Melvyn Dunrong and his quality consultant Thomas Quentin Makepeace ‐ to illustrate various…