Managing Service Quality: An International Journal: Volume 5 Issue 5
Table of contents
Jonathan Dandy interviews...Malcolm Franks, chief executive of the British Quality Foundation
Malcolm Franks, Jonathan DandyDiscusses in interview form the progress and impact of the UKQuality Awards on British Industry. Malcolm Franks, the interviewee andCEO of the British Quality Foundation…
Data, the key to total quality
Jon ChoppinContinues the discussion of total quality through the imaginarydialogue between the chief executive of Muddle Manufacturing Ltd and awell‐known protagonist of common sense, TQM…
Customer care at Standard Life Assurance Co. Ltd
David PotterInvestigates how Standard Life Assurance Co. Ltd learned to dealwith customer care. Describes a mission introduced in 1992 whichidentified the company’s new determination to…
Customer clubs – how Spies Hecker works on its relationships
Sarah SlightInvestigates how companies make customers feel welcome and ensurecustomer loyalty through offering club membership. Describes book clubsas an example. Lists a number of scenarios…
Productivity measurement in service operations: a case study from the health‐care environment
Atul GuptaExamines the issue of productivity measurement in serviceoperations. Proposes a dynamic model for productivity measurement inservice operations. This model is based on the idea…
How Alitalia improves service quality through quality function deployment
A. Ghobadian, A.J. TerryIn today’s competitive markets “quality” is a businessimperative rather than a luxury. Increasingly in many markets“quality” is the price of entry and in others a major sourceof…
World‐class competitiveness
Steve SmithAn élite group of organizations is outstanding in itsperformance and distinctive in its methods. These world‐class companieshave common characteristics from which other companies…
Total quality management in professional services: an examination. Part 2
H.G. Harte, B.G. DaleA study has been made of eight organizations which employ a largenumber of professionals to examine how they have approached theintroduction of total quality management (TQM)…
Breaking the rules to success
Anna Wong, Brian H. KleinerReports that for companies to succeed in today’s marketplace, theymust provide an increasingly sophisticated customer base with increasinglevels of quality and service. Suggests…
Quality and the role of strategy
Roger HandleyPosits that quality and process improvement are recognizedstrategic issues for companies which wish to compete successfully.Examines the strategy of Decision Processes…