Wood, Colin; Walker, Paul - In: The TQM Magazine 6 (1994) 2, pp. 17-24
Describes how Royal Mail recognized the need to embark on a total quality programme to improve the service given and to … upgrade customer perception of Royal Mail. Shows how Royal Mail set about developing a “Customer First” strategy, initiating … at various Royal Mail sites throughout the UK. Gives details of workshop content, the training programme itself and …