Total customer service
The TQM JournalPublished 1 May 1990
Adrian Wilkinson, Ed Snape, Pamela Allen
Citations40
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Abstract
Black & Decker UK has approached quality management through Total Customer Service. The programme involves communications, employee participation through quality circles and TCS groups, plant reorganisation and changes in pay and grading. After five years, what are the results?
Keywords
Decision SciencesBusiness, Management and Accounting