Emerald
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The transition to customer service: the IT department challenge
Emerald - Tập 5 Số 3 - Trang 5-9 - 1995
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
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
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 their
custom...
Where Technology Provides the Service Solution
Emerald - Tập 4 Số 1 - Trang 21-23 - 1994
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
key to ...
Baldrige Winners Committed to Service Quality
Emerald - Tập 4 Số 2 - Trang 26-30 - 1994
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
Lastman Ch...
The importance of positive customer service to Ansells
Emerald - Tập 5 Số 4 - Trang 31-34 - 1995
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 objective ...
BS5750: The benchmark
Emerald - Tập 2 Số 1 - Trang 23-25 - 1992
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
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
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 be unders...
Patient and stakeholder consultation in healthcare
Emerald - Tập 9 Số 5 - Trang 327-336 - 1999
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
services ...
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