Emerald

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The transition to customer service: the IT department challenge
Emerald - Tập 5 Số 3 - Trang 5-9 - 1995
GarreyMelville
Elucidates the various factors in the process through which an IT department transforms its orientation into one of business service. Identifies the six transitional stages that the department will go through, together with seven independent factors critical to the transition to service excellence.
Viewpoint Role of the change agent
Emerald - - 1992
MurrayDiffin
Reviews a study carried out over several months on the performance of change agents and change attempts when introducing TQM.
“Hardwiring” an organization’s service performance
Emerald - Tập 13 Số 1 - Trang 6-9 - 2003
Leonard A.Schlesinger
Explains the term “hardwiring” a term used in computer hardware and software development as being related to “hotwiring” when an automobile’s ignition wire is put into direct contact with the power source to the starter, bypassing the ignition key. States that hardwiring is what leaders in industry are doing at several levels to link the success of their employees closely with that of thei...... hiện toàn bộ
Where Technology Provides the Service Solution
Emerald - Tập 4 Số 1 - Trang 21-23 - 1994
ChristopherTaylor
Explores how Midland, with its Firstdirect Bank (telephone‐based direct banking system), led the way in meeting the customers’ demand for improved, more personal service, with reduced operating costs. Looks at Midland’s background as an innovator and the deployment of technology needed for the project. Finds out who Firstdirect’s customers are and how their needs are met. Suggests that the...... hiện toàn bộ
Baldrige Winners Committed to Service Quality
Emerald - Tập 4 Số 2 - Trang 26-30 - 1994
ChrisTaylor
The Malcolm Baldrige National Quality Award is given annually in the USA to companies which meet excellent standards of quality. One of the “Core Values and Concepts” of the Baldrige format is customer‐driven quality. This is an important concept in service quality and, thus, goes on to describe the quality programmes of the two current winners of the award – Ames Rubber Corporation and La...... hiện toàn bộ
The importance of positive customer service to Ansells
Emerald - Tập 5 Số 4 - Trang 31-34 - 1995
PaulLeech
Describes a consumer research programme, set up by Ansells Retail Ltd, the operator of over 540 “managed” public houses in the UK. The research involves “mystery customers” visiting each pub and a nominated competitor six times a year, each time completing a detailed questionnaire. The questionnaire covers over 100 separate standards for every pub, each capable of being answered with an ob...... hiện toàn bộ
BS5750: The benchmark
Emerald - Tập 2 Số 1 - Trang 23-25 - 1992
C.Gill
Reports on the experiences of two companies in the timber trade and how they were aided in their application for BS5750 registration by the Timber Research and Development Association (TRADA). Identifies ground rules for successful implementation.
A way of life
Emerald - Tập 2 Số 4 - Trang 199-202 - 1992
StephenTanner, SarahDawson
Outlines the comprehensive training and development programme embarked upon by Prudential Life Administration and designed to raise customer service levels and improve productivity through Total Quality Management. Discusses training techniques and the key deliverables. Suggests that TQM means forever and that the emphasis needs to be placed on the future rather than on the past.
Quality commitment
Emerald - Tập 2 Số 3 - Trang 147-148 - 1992
PaulDavies
Reviews the issues of commitment when in the throes of a quality improvement process, concentrating on the way in which the management team can spread enthusiasm to everyone else. Outlines the main “commitment” problems as distractions, impatience and the non‐commitment of others. Suggests that gaining and sustaining commitment involves more than just emotions and attitudes, it must also b...... hiện toàn bộ
Patient and stakeholder consultation in healthcare
Emerald - Tập 9 Số 5 - Trang 327-336 - 1999
AdrienneCurry, SandraStark, LesleySummerhill
The healthcare context is a highly complex one for a variety of reasons. One priority that is, however, firmly established on the agenda for the future is that of patient consultation and involvement in the design and delivery of healthcare services. What is an important next step is to consider ways in which such consultation can be achieved in practice. In order to provide high quality s...... hiện toàn bộ
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