Tóm tắt
Describes the quality process established by RPS, a road transport
company which is a leader in the small package delivery market. Regional
quality involvement teams (RQIT) were set up with the aim of training
every full‐time employee. This was seen as a total commitment to
quality. Customer feedback systems help RPS to find out exactly what
the needs and wants of the customer are. The level of service is
measured against 12 customer quality indicators (CQI) which also help
the company to set quality‐related goals. A “cost of unquality” programme
measures the cost of mistakes. Concludes by saying that this quality
process shapes their activities, guides their development and identifies
their goals.
