Summer 1990
Volume 31, Issue # 4

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Five Imperatives for Improving Service Quality

  • Read Time: 33 min 

IT IS TIME FOR U.S. COMPANIES to raise their service aspirations significantly and for U.S. executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the “five service imperatives.”


The New Industrial Engineering: Information Technology and Business Process Redesign

  • Read Time: 44 min 

Capabilities offered by computers, software applications, and telecommunications, working with business process redesign – the analysis and design of work flows and processes within and between organizations – have the potential to create a new type of industrial engineering.