Steps on the Route to Service Quality
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1994
Abstract
Explores how Sedgwick UK, part of the Sedgwick Group, gained its ISO 9001 certification. Looks at, first, why the company sought certification, the answer being competitive advantage and formal recognition as a quality company. Explains that ISO 9001 was a logical progression of its previous client servicing standards and procedures. Goes on to explain how it made sense of the standard as it applies to the company and describes how the system was finally implemented.
Keywords
Citation
Cooper‐Mitchell, M. (1994), "Steps on the Route to Service Quality", Managing Service Quality: An International Journal, Vol. 4 No. 1, pp. 18-20. https://doi.org/10.1108/09604529410796116
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited