The first in a series of articles on “customer oriented policing”. Assesses the value structure necessary for successful implementation of management for quality and productivity improvement. Argues that private sector practices may be applied to the public sector and that customer...

Many firms have started to realise the benefits of total quality management. In this respect, quality management improves internal and external quality management performance. This philosophy enhances customer satisfaction, employee satisfaction and increases business results. Therefore, the...

Reflects on a new scheme at British Airways which aims to improve process management in a number of customer contact areas ‐ in this case, the “arrivals” process at Heathrow Airport. Describes the process of benchmarking the nearest competitors in order to ascertain their service levels,...

The independent health care industry is experiencing turbulence, with competitors currently seeking differentiation using quality focused strategies. In pursuit of such strategies increasing attention is being paid to the customer. Until now, understanding the customer has not been recognized...

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...

Relates a number of stories with regard to unsatisfactory items purchased by the author, describing his efforts to get satisfaction from the companies involved. Considers common elements of the various stories including factors such as: manufacturers of excellent image and reputation failing to...