Improving service quality and profitability

It is pointed out that expectations of what constitutes good quality continue to increase. As companies around the world increase their quality, the need for total customer satisfaction becomes more evident. It is noted that benefits can be derived by looking at how quality leaders have approached their service activities. Innovative companies like IBM, Federal Express, Xerox, and Ford have made spectacular improvements in their quality and efficiency. Thus, with a fresh innovative approach, real productivity and quality breakthroughs are achievable