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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

Monitoring initiatives

Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© MCB UP Limited
1993
Managing Service Quality: An International Journal (1993) 3 (1): 417–419.
https://doi.org/10.1108/09604529310029758

Looks at some methods for measuring the effectiveness of quality management initiatives. Considers internal and external assessments, and the need to continuously track customer perceptions. Offers some useful advice for ensuring a successful monitor.

Keywords: CUSTOMER SERVICE, MEASUREMENT, QUALITY INDICATORS, TQM
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© MCB UP Limited
1993
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