|
Lecture/Material |
Title |
|
HANDBOOK |
|
|
What is Quality? |
|
|
Customer Care: Philosophy and Procedures |
|
|
TQM Gurus- Part 1 |
|
|
TQM Gurus- Part 2 |
|
|
TQM Gurus- [DTI Site] |
|
|
The SERVQUAL questionnaire |
|
|
SERVCALC program to download |
|
|
VAASA data to download |
|
|
East Midlands data to download |
|
|
Mike Hart's website to access papers on Quality |
|
|
Benchmarking |
|
|
Business Excellence Model |
|
|
Customer Care in a Local Authority |
|
|
Quality Management in Health/Public Sector |
|
|
IQA/Customer Care case study |
|
|
Branch Office in Building Society |