Training for Quality: Volume 4 Issue 1
Table of contents
Empowered customer service
Sarah Cook, Steve MacaulayDiscusses the characteristics of an empowered organization and what has led to the increasing popularity of empowerment. Asks whether it is simply empty management rhetoric or a…
New developments in training teams effectively
Mark Switzer, Brian H. KleinerHighlights some of the new techniques being implemented across the USA in the area of team training. Some are revolutionary but some are just fine tuning on already successful…
Utilizing ISO 9002 and IIP to maximize quality and profitability
Robin HamiltonConsiders the Investors in People programme and the quality standard ISO 9002 and suggests that many companies approach these standards in an exclusive manner, seeking…
A model of service quality for training
Les Galloway, Sam HoDefining “quality” can be confusing. There are numerous possible interpretations, especially in the service sector. Despite this, quality is seen as a major factor in customer…
Simulation for training in quality control
Jim Freeman, Nikolaos EvangeliouDemonstrates the training value of a new computer‐aided learning package, SQCC_ATT. Control charts are used extensively in quality management, and computer simulation provides a…
Re‐engineering: using the customer as a unifying factor
D. Keith DentonLooks at how companies can go about creating a competitive culture using American Express as an example. Provides details of their programme, including their focus of attitudinal…
Small firms and ISO 9000
Richard CollyerProvides guidance for small firms contemplating implementing ISO 9000. Suggests that any programme aimed at small firms must be specific to requirements and not simply scaled down…
Our bridge to world class: PT Caltex Pacific Indonesia’s total quality management practice
Baihaki H. HakimReports on PT Caltex Pacific Indonesia’s journey towards total quality management; a journey which began in 1985. Details the various steps the company has taken and reports…