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Quality Turnaround at IBM UK’s Information Network

Charles Hobson (IBM UK’s Customer Satisfaction and Market Driven Quality Manager for four years. He can be contacted on 061 905 6360.)
Roger Birchall (Information Network’s Customer Service Manager and is responsible for customer satisfaction and contract management with IN’s suppliers and the MDQ drive across the whole of Information Network. He can be contacted on 0926 464112.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1994

755

Abstract

States that for the first time a marketing unit has won the Market Driven Quality (MDQ) Bronze Award from within IBM’s 50 business units. The MDQ which is based on the Baldrige Award has been won by IBM UK’s Information Network (IN), which is also the smallest unit in the corporation to have achieved this award. States that IN provides a variety of services for its customers on a worldwide basis. Explains that its strong performance in increasing customer satisfaction is mirrored in its business results. Shows how quality is implemented and concludes that it is confident of maintaining these standards.

Keywords

Citation

Hobson, C. and Birchall, R. (1994), "Quality Turnaround at IBM UK’s Information Network", Managing Service Quality: An International Journal, Vol. 4 No. 3, pp. 21-24. https://doi.org/10.1108/EUM0000000003937

Publisher

:

MCB UP Ltd

Copyright © 1994, MCB UP Limited

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