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Volume 9, Issue 3
1 June 1997
This article was originally published in
The TQM Magazine
The TQM Magazine Cover Image for Volume 9, Issue 3
Case Report| June 01 1997

Improving the quality of support staff personnel

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Jaideep Motwani
Jaideep Motwani and Ashok Kumar are both Associate Professors in the Department of Management at Grand Valley State University, Grand Rapids, Michigan, USA
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Ashok Kumar
Ashok Kumar are both Associate Professors in the Department of Management at Grand Valley State University, Grand Rapids, Michigan, USA
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Author & Article Information
Publisher: Emerald Publishing
Online ISSN: 1758-6887
Print ISSN: 0954-478X
© MCB UP Limited
1997
The TQM Magazine (1997) 9 (3): 201–205.
https://doi.org/10.1108/09544789710168984

By means of a case study, illustrates how a Midwest service organization in the USA was able to improve the efficiency and productivity of its support staff. Suggests that the process can be used by other service organizations wanting to improve the efficiency and productivity of their support staff personnel.

Keywords: Improvement, Quality programmes, Service quality
© MCB UP Limited
1997
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