'I serve': Total quality requires a service culture, even in

The basic ingredients of most total quality initiatives are the customer relationships. However, the concept of customer may not be sufficient to improve people in organizations to greater effort. The structure of many organizations is based on control rather than on service. Some organizations are...

Full description

Saved in:
Bibliographic Details
Published inManaging service quality Vol. 4; no. 4; p. 51
Main Author Choppin, Jon
Format Journal Article
LanguageEnglish
Published Bedford Emerald Group Publishing Limited 01.07.1994
Subjects
Corporate culture
Corporate reorganization
Customer relations
Customer services
Effects
Internal customers
Quality standards
Service industries
Total quality
United Kingdom > UK
Online AccessGet full text

Cover

More Information
Summary:The basic ingredients of most total quality initiatives are the customer relationships. However, the concept of customer may not be sufficient to improve people in organizations to greater effort. The structure of many organizations is based on control rather than on service. Some organizations are reexamining their structures to give greater flexibility and place greater emphasis on mutual service. The reorganization of a company to allow it to serve fully may well have to be radical. It demands that each position, job, and task has to be examined and assessed with regard to its contribution to customer service. It is for this reason that many firms are flattening their management structure, thus allowing greater access to the customer and a greater ability for the organization to serve.
ISSN:2055-6225
2055-6233