Becoming partners with internal customers

Quality Progress

Volumn 29, Issue 10, 1996, Pages 51-54

  Drew, James H ^a,b,c   Fussell, Tye R ^d  

^a VERIZON   (United States)

^b IOWA STATE UNIVERSITY   (United States)

^c ASQC ^*

^d GTE Telephone Operations   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

INDUSTRIAL RELATIONS; INFORMATION DISSEMINATION; INFORMATION USE; INVENTORY CONTROL;

CENTRALIZED SUPPLY ORGANIZATION; INTERNAL CUSTOMERS;

QUALITY ASSURANCE;

EID: 0030270871     PISSN: 0033524X     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (8)

1. K. Johnston, Busting Bureaucracy (New York, NY: Business One Irwin, 1993).
2. B. Schneider and D.E. Bowen, "Employee and Customer Perceptions of Service in Banks: Replication and Extension," Journal of Applied Psychology, No. 70, 1985, pp. 423-433.
3. K. Ryan and D. Oestreich, Driving Fear Out of the Workplace (New York, NY: Jossey-Bass, 1991).
4. J. Goodman, S. Broetzmann, and C. Adamson, "Ineffective - That's the Problem With Customer Satisfaction Surveys," Quality Progress, February 1992, pp. 35-38.
5. H.J. Harrington, The Improvement Process (Milwaukee, WI: ASQC Quality Press, 1987).
6. H. Forsha, The Pursuit of Quality Through Personal Change (Milwaukee, WI: ASQC Quality Press, 1992).
7. W. George and B. Gibson, "Blueprinting: A Tool for Managing Quality in Service," in Service Quality: Multidisciplinary and Multinational Perspectives, edited by S. Brown, E. Gummersson, B. Edvardsson, and B. Gustavsson (Lexington, MA: Lexington Books, 1991), pp. 73-90.
8. J. Hauser and D. Clausing, "The House of Quality," Harvard Business Review, Vol. 66, 1988, pp. 63-73.