.... By determining the desired maturity levels, companies can engage in continuous improvement so as to calibrate the NSD process. Originality/value – By integrating the concept of the maturity model and the NSD success studies, NSDMM serves not only as a diagnostic model to assess current NSD practices...

... 9000 are more likely to have negative perceptions of the consultant's work. The analysis also assesses the quality of the service provided by consultants. Finally, the paper finds that the quality of the service can be appreciated in terms of three factors. The factor that is best regarded by companies...

... appropriate and effective in manufacturing might not be the case in services. This is especially so since TQM concepts originated in the manufacturing sector and have traditionally been applied in manufacturing organisations. © MCB UP Limited 2000 Assessment TQM Implementation Service...

...Christopher R. Jones Customer satisfaction assessment is now widely recognized as a vital input to any strategy for customer focused business performance improvement. The need to improve responsiveness and reduce overheads is focusing management attention on the major internal business functions...

...Marion M. Steeples Discusses firms’ inability to achieve quality via numerous processes, owing to a lack of practical advice. Outlines areas in which results are important; states that the system must be diagnostic. Recommends quality self‐assessment to help firms to implement quality processes...