Emerald

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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
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
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
Creating a customer‐focused culture: some practical frameworks and tools
Emerald - Tập 8 Số 3 - Trang 183-188 - 1998
SteveMacaulay, GrahamClark
Many companies have customer service departments which act as a barrier between the company and the customer. Is customer service represented at the top? How credible is a customer satisfaction index? What effect does this have on customer service? This article discusses a tool for assessing the degree of customer focus within an organization’s culture and provides a series of checklist qu...
TQM – Let’s Get Excited!
Emerald - Tập 4 Số 6 - Trang 44-47 - 1994
JonChoppin
Sees TQM as embodying a dream of complete success. Gives 16 principles which together describe TQM and adds the excitement of those who appreciate these principles as the most important ingredient.
TQM goes to school
Emerald - Tập 2 Số 2 - Trang 107-110 - 1992
MalcolmGreenwood
Discusses how TQM has been included in the new Business Studies syllabus at Bradford Grammar School, and the benefits for both teachers and students. Outlines the components of the London Board A‐Level as opposed to the other two available courses. Details the procedure adopted to use TQM as well as teach it, recognizing that the TQM culture would clash with the prevailing culture of Engli...... hiện toàn bộ
A model for measuring customer satisfaction within an academic center of excellence
Emerald - - 2001
KathleenDodge Kelsey, Julie A.Bond
Customer satisfaction has recently become a concern of academic institutions with the commercialization of scholarship. Describes a process for capturing the authentic domain of customer satisfaction within an academic center of excellence. Findings highlight 19 determinants of customer satisfaction, dissatisfaction, and effectiveness. A Likert‐type survey was developed and tested. Results...... hiện toàn bộ
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