Mystery shopping: A tool to develop insight into customer service provision

Article Abstract:

The case of a service company in The Netherlands illustrates the way to service excellence as an organizational change process. The case supports the need for a broad focus on measurements in order to be able to monitor and to direct organizational changes and hence it is argued that mystery shopping can be a useful instrument in addition to the more often-used survey methods.

Service Industries, Case studies, Evaluation, Organizational change, Services industry, Mystery shopping

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ISO 9000 Series and Excellence Models: Fad to Fashion to Fit

Article Abstract:

The International Standards Organization's ISO 9000 quality management system series, Quality Award/Excellence Models and self-assessment processes associated with Total Quality Management (TQM) are examined. The European Foundation for Quality Management and Malcolm Baldrige National Quality Award models are compared.

Standards, Methods, Corporations, Total quality management, International Organization for Standardization

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Quality management: the new challenges

Article Abstract:

The two kinds of quality management and the challenges they face for improvement and customer satisfaction are analyzed.

United Kingdom, Management dynamics, Quality Control Management, Customer satisfaction, Company business management

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