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Volume 2, Issue 5
1 May 1990
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Total Quality Management
Total Quality Management Cover Image for Volume 2, Issue 5
Review Article| May 01 1990

Total customer service

A. Wilkinson;
A. Wilkinson
University of Manchester Institute of Science and Technology
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E. Snape;
E. Snape
University of Strathclyde
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P. Allen
P. Allen
Teesside Business School
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1360-0613
Print ISSN: 0954-4127
© MCB UP Limited
1990
Total Quality Management (1990) 2 (5)
https://doi.org/10.1108/eb059505

Black & Decker UK has approached quality management through Total Customer Service. The programme involves communications, employee participation through quality circles and TCS groups, plant reorganisation and changes in pay and grading. After five years, what are the results?

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© MCB UP Limited
1990
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