Bo Edvardsson

John Øvretveit

Bertil Thomasson

What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.

Making it Really Work

Quality of Service

First published in 1992. Routledge is an imprint of Taylor & Francis, an informa company.

John Øvretveit

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