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Volume 3, Issue 1
1 January 1993
This article was originally published in
Managing Service Quality
Managing Service Quality Cover Image for Volume 3, Issue 1
Research Article| January 01 1993

A federal expression of success

Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1993
Managing Service Quality: An International Journal (1993) 3 (1): 391–393.
https://doi.org/10.1108/EUM0000000003152

Reports on the Federal Express corporation′s largest operation, Business Logistics, and its current total quality management (TQM) programme. Shows how the organization translated quality philosophy into action. Outlines a working structure for TQM. Examines the organization′s use of service quality indicators. Finally, stresses the role of customer partnership in maintaining TQM.

Keywords: Customer‐oriented performance measures, Partnering, Rewards, Service quality, TQM
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© MCB UP Limited
1993
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