...Franz Sherer Describes the history of the Xerox Corporation, from the 1950s to the present day, explaining how it won the European Quality Award and outlining recommendations for those companies that would like to follow in its footsteps. © Company 1995 Awards Europe Quality...

...Jennifer Potter‐Brotman New research suggests that the role of service in customer retention is more critical than ever in the 1990s. The Forum Corporation recently embarked on a large‐scale research project in North America, Asia and Europe to find out how today’s customers define quality...

... benefits of service integrity. Concludes with some guidelines on how to manage service integrity and suggestions for further research. © MCB UP Limited 1994 Customers Europe Quality Service quality USA A growing number of service companies in Europe and the US focus on quality...

...Anna Kochan Discusses the European Customer Service Survey conducted by 3M, a major European manufacturing company, to provide information on how it could develop and create a reputation as the most customer‐oriented service organization. © MCB UP Limited 1992 EUROPE MARKET RESEARCH...

...Murray Diffin Outlines the situation regarding European management technology, comparing current systems in Europe with contemporary businesses in Japan and the USA. Discusses in brief the development of management technology in Europe, Japan and America since the end of the Second World War...

... there is no single path to quality but common to all winning companies is that they view continuous improvement as never‐ending. The focus should be upon the customer throughout. CORPORATE CULTURE EUROPE ORGANIZATIONAL CHANGE Surveys Managing culture change COLIN COULSON-THOMAS A survey carried out...