... of the process. Figure 2 shows an initial processual analysis of customer service training (CST). © MCB UP Limited 1997 Customer service Organizational learning TQM Training The mission of training has evolved recently from a focus on developing skills and discipline to a new focus...

... TQM With the establishment of the Malcolm Baldrige Award in 1986 and the ISO 9000 standards in 1988, corporate interest in product quality increased. Many firms acted to alter their corporate structures and make their management cultures more quality oriented. Measures were developed...