Quality principles for service industries

Article Abstract:

The importance of quality control affects both service and manufacturing industries, with differences only in applications and individual organizations. The output or 'product' of a service industry is the relationship it has with customers. Quality work is defined as being focused, with use of consistent and familiar language, and as having an ongoing point of discussion between customers and suppliers. Four 'absolutes of quality' determined by Philip Crosby Associates Inc. are described: conformance to requirements; adjustment of processes to anticipate problems and customer needs; the lack of acceptability of defects; and a mechanism for measuring the cost of things not done properly.

Management, Human resource management, Quality control, Services industry, Service industries, Philip Crosby Associates Inc.

---

What went wrong with quality circles?

Article Abstract:

Lake Financial Corp participated an experimental quality circle program in the early 1980's, but it did not succeed in its goals. A 1987 attempt was more successful. Lake Financial learned that quality circle success depends on an atmosphere and environment conducive to productivity. Suitable participants should be identified and trained, reward systems established, the right group facilitator selected, and the potential for supervisor retaliation eliminated. It is crucial that the group facilitator be a member of line management who understands the entire organization.

Standards, Financial institutions, Quality circles, Lake Financial Corp.

---

The effects of technology on the quantity and quality of work: similarities between East and West

Article Abstract:

The effects of technological change in the quality and quantity of work can be determined by examining the market forces, managerial techniques and organizational structure of companies, according to the uncertainty-contingency hypothesis of the neoclassical school of economics. The Russian and Bulgarian experiences have shown that the theory is also valid in the East. However, state control of the national economy will prevail even though these countries continue to experience technological advancement.

Analysis, Evaluation, Economic aspects, Russia, Technological innovations, Neoclassical economics, Bulgaria

Similar abstracts:

• Abstracts: The effect of unionism on productivity in privately and publicly owned hospitals and nursing homes. Unions in the next century: an exploratory essay
• Abstracts: Encouraging employees to co-operate: the effects of sponsored training and promotion practices on employees' willingness to work overtime
• Abstracts: The way forward for flex in the UK. The Republic of Ireland - a review of current pension issues. Pension schemes - leaving home but staying in
• Abstracts: Public and private employment over the business cycle: a ratchet theory of government growth. Robust employment growth in 2000 in OECD area
• Abstracts: Old wine in new bottles? The case of "management of technology." Technology Equals Productivity

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.