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 training and instigating a continuous...

In recent years, quality management has become topical in management circles. The language of quality has spread throughout manufacturing industry into service industries and also into the public sector. During 1992, almost 900 Institute of Management members completed a questionnaire on quality...

In contemporary management in the 1990s, TQM is a proven approach for success in manufacturing, services and the public sector. Examines what is so special about TQM and develops an excellence model based on some proven approaches adopted by the Japanese. Looks at the current thinking and...

Offers an integrative perspective of quality function deployment (QFD), including its benefits and shortcomings. By developing a model that includes within it the antecedents as well as the components of QFD and the potential gains accruing to an organization from QFD, clarifies this competitive...

John M. Browning was the greatest gun maker the world has ever known. The company he created has been recognized for a century as the industry leader in innovation and quality. A host of changes in external factors like social values and politics have brought the Browning company and the...

Owing to the customer‐oriented service endeavours, firms, either private or public, need to improve service offerings by determining the demands of their target groups. Exploring the current ratings of customer expectations and customer perceptions on specific service attributes provides a...