Purpose – The purpose of this paper is to gain a better understanding of internal benchmarking through the evaluation of quality management in two quality departments (Quality Assurance (QA) and Quality Control (QC)) in a pharmaceutical company by utilizing total quality index (TQI)....

Discusses four national trends affecting volunteerism: service learning, family volunteering, influence of corporations, and welfare reform. Discusses the impact of these trends on volunteer programs within libraries. Offers examples of how library staff can utilize the skills of volunteers who...

Purpose – Describes how enhancing the specialist medical knowledge of 150 underwriters and claims assessors at Legal & General Assurance Society has helped the company to save thousands of pounds in costs for referring claims to chief medical officers. Design/methodology/approach – Explains...

Achieving improvements in customer service is now recognized as a major challenge facing manufacturing and service industries throughout the world. This challenge is particularly pertinent to the tourism and hospitality sector. Notions of quality in the tourism and hospitality sector have...

Features a case study of a major bank which aimed to achieve corporate transformation and a dramatic improvement in service quality. The links between service quality, customer satisfaction and corporate profitability in UK banking are outlined in order to set in context the many quality...

Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements...

The relationship between specific “bundles” of human resource management (HRM) policies and practices and organisational performance in the hospitality industry is not well understood. Based on open‐ended interviews with managerial staff, and examination of management documents, the human...

This paper examines the linkage between human resource practices and the delivery of guest services in hospitality using a case study approach. In particular, these practices at a large theme park operation are presented in terms of their significance for service quality. The managerial...

This article uses a case study approach to examine how human resource practices affect the delivery of guest services at a large theme park. The theme park uses a four‐pronged approach in managing its human resource function to ensure that service quality standards are maintained. Other...

Purpose – This study aims to demonstrate a service quality improvement project implemented by the Lean Six Sigma (LSS) methodology to achieve dramatic improvements with respect to service quality and speed in the refund process of the logistics center in Amway Company, Taiwan. It describes in...