...Lee Roy Beach; Lawton R. Burns The quality improvement strategy (QIS) helps managers decide where changes in an organization′s services will improve its competitiveness. The QIS measures customer perceptions of the organization′s services relative to its competitors′ offerings (competitiveness...

...Sandra Vandermerwe; Douglas J. Gilbert Internal services are fundamental to corporate competitiveness today. Not only do they support line functions but also are directly adding value to the company′s final offerings. However, the level of performance of internal service providers is not meeting...