Service From Within

Abstract

Considers providing good Customer service is essential, especially for service companies. Asserts that to be truly effective, Customer service needs to start with satisfying internal customers. Looks at the problem facing Telecommunications Europe, of translating external service performance to an internal environment. Considers the application of structured Service quality performance to supplier cells. Describes the use of quality tools to reduce the service performance gaps. Concludes that some cells adopted mutual improvement programmes to increase customer satisfaction, and that the sales force and engineers designed a quality gating system which improved communication between them, ensuring that what the salesmen sold, the engineers could deliver.

Citation

Ratcliffe‐Smith, J. and Brooks, R. (1993), "Service From Within", The TQM Magazine, Vol. 5 No. 5. https://doi.org/10.1108/EUM0000000003102