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Volume 1, Issue 6
1 June 1991
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 1, Issue 6
Research Article| June 01 1991

A force for change

Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1991
Managing Service Quality: An International Journal (1991) 1 (6): 317–323.
https://doi.org/10.1108/09604529110028869

Outlines the Metropolitan Police′s approach towards developing performance indicators to assist in gauging the quality of their service and the use of surveys as an indicator of public satisfaction. Details the ′PLUS′ Programme and its natural progression into Total Quality Management. Concludes with a list of demands likely to be made of management during the planning and implementation of a TQM programme.

Keywords: CUSTOMER SATISFACTION, PERFORMANCE MEASUREMENT, POLICE, SERVICE QUALITY, SURVEYS, TQM
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© MCB UP Limited
1991
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