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Medientyp:
E-Artikel
Titel:
Internal services: classification and quality management
Beteiligte:
Stauss, Bernd
Erschienen:
Emerald, 1995
Erschienen in:
International Journal of Service Industry Management, 6 (1995) 2, Seite 62-78
Sprache:
Englisch
DOI:
10.1108/09564239510146915
ISSN:
0956-4233
Entstehung:
Anmerkungen:
Beschreibung:
<jats:p>The ultimate goal of total quality programmes is customer
satisfaction. In order to reach that goal, TQM applies the customer
orientation maxim internally, assuming that it can be applied without
problems to internal services, too. Analyses the justification for this
assumption. Argues that the concept of internal customer orientation
only makes sense for workflow and audit/advice services, while
evaluation/audit relationships do not comprise any kind of
customer‐supplier relationship. It is shown that internal customer
orientation does not arise automatically but results from management
decisions which bring about an appropriate setting. Deals with the
characteristics of workflow and non‐standardized support/ advice
services and the consequences of these for the employment of
customer‐oriented quality instruments. Points out that the strict
realization of internal customer orientation can cause problems which
prevent organizations from improving the quality of their products and
services which are marketed externally.</jats:p>