The Quality Service Mission Statement: Developing a Superior International Customer Service Programme

Motivating workers is an important element in developing a quality culture in a business firm. This can only be achieved through a macro‐quality mission statement developed by upper, middle, and lower management and communicated throughout the organization. Discusses the“how to” of developing a quality service mission statement and presents the strategy for using it to improve a firm′s market position. Provides examples of a successful mission statement and analyses their formats.