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Westminster City Council: improving quality through complaint management
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| Zeitschriftentitel: | Managing Service Quality: An International Journal |
|---|---|
| Personen und Körperschaften: | |
| In: | Managing Service Quality: An International Journal, 6, 1996, 4, S. 20-22 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
|
| Schlagwörter: |
| author_facet |
Carney, Steve Carney, Steve |
|---|---|
| author |
Carney, Steve |
| spellingShingle |
Carney, Steve Managing Service Quality: An International Journal Westminster City Council: improving quality through complaint management Strategy and Management |
| author_sort |
carney, steve |
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Carney, Steve 0960-4529 Emerald Strategy and Management http://dx.doi.org/10.1108/09604529610120230 <jats:p>Examines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in order to prioritize areas for improvement. Describes how best to target the resulting information so individual departments can build on their own strengths and weaknesses. Outlines ways in which the difficult problems can be tackled as well as more straightforward ones. Concludes by examining ways of measuring and monitoring positive changes.</jats:p> Westminster City Council: improving quality through complaint management Managing Service Quality: An International Journal |
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Managing Service Quality: An International Journal |
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| title |
Westminster City Council: improving quality through complaint management |
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Westminster City Council: improving quality through complaint management |
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Westminster City Council: improving quality through complaint management |
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Westminster City Council: improving quality through complaint management |
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westminster city council: improving quality through complaint management |
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Strategy and Management |
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http://dx.doi.org/10.1108/09604529610120230 |
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1996 |
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20-22 |
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<jats:p>Examines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in order to prioritize areas for improvement. Describes how best to target the resulting information so individual departments can build on their own strengths and weaknesses. Outlines ways in which the difficult problems can be tackled as well as more straightforward ones. Concludes by examining ways of measuring and monitoring positive changes.</jats:p> |
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| description | <jats:p>Examines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in order to prioritize areas for improvement. Describes how best to target the resulting information so individual departments can build on their own strengths and weaknesses. Outlines ways in which the difficult problems can be tackled as well as more straightforward ones. Concludes by examining ways of measuring and monitoring positive changes.</jats:p> |
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| series | Managing Service Quality: An International Journal |
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| spelling | Carney, Steve 0960-4529 Emerald Strategy and Management http://dx.doi.org/10.1108/09604529610120230 <jats:p>Examines the approaches to complaints management adopted by Westminster City Council. Begins by listing and analysing the factors causing the greatest impact on customer loss, in order to prioritize areas for improvement. Describes how best to target the resulting information so individual departments can build on their own strengths and weaknesses. Outlines ways in which the difficult problems can be tackled as well as more straightforward ones. Concludes by examining ways of measuring and monitoring positive changes.</jats:p> Westminster City Council: improving quality through complaint management Managing Service Quality: An International Journal |
| spellingShingle | Carney, Steve, Managing Service Quality: An International Journal, Westminster City Council: improving quality through complaint management, Strategy and Management |
| title | Westminster City Council: improving quality through complaint management |
| title_full | Westminster City Council: improving quality through complaint management |
| title_fullStr | Westminster City Council: improving quality through complaint management |
| title_full_unstemmed | Westminster City Council: improving quality through complaint management |
| title_short | Westminster City Council: improving quality through complaint management |
| title_sort | westminster city council: improving quality through complaint management |
| title_unstemmed | Westminster City Council: improving quality through complaint management |
| topic | Strategy and Management |
| url | http://dx.doi.org/10.1108/09604529610120230 |