Britain must develop its human resources: that is the clear lesson from our overseas competitors who regard the development of their workforces as an investment rather than an overhead. Many organizations′ competitiveness is seriously damaged by the lack of training, even though many experts...

Customer satisfaction is the ultimate goal of total quality management efforts in service industries. An essential prerequisite in achieving this goal is the detection and prevention of problems which the customer encounters in the service consumption process. Outlines the fundamental...

Difficulties in conducting effective surveys to address customer satisfaction issues can be a significant problem in marketing practice. Addresses four of the most crucial methodological issues encountered with customer satisfaction surveys, namely sampling frames, quality of survey data and...

Examines a Japanese‐owned customer organization in Britain which has adopted Kaizen (continuous improvement) programmes in order to discover what effect this has had on the internal organization of its suppliers. With a particular interest in HRM and workforce training, uses a questionnaire...

Develops a methodology, including a questionnaire and possible statistical analyses, to answer the question, “Has the implementation of the total quality management process been beneficial in helping my company improve its competitive position?” Empirical support can be gathered for this...

Total quality management (TQM) is an integrative management philosophy aimed at continuously improving the performance of products, processes and services to achieve and exceed customer expectations. This paper provides an empirical study on the identification of the critical success factors...