The Quality Service Mission Statement: Developing a Superior International Customer Service Programme
In: International journal of physical distribution and logistics management, Band 22, Heft 3, S. 7-10
ISSN: 0020-7527
Motivating workers is an important element in developing a quality
culture in a business firm. This can only be achieved through a
macro‐quality mission statement developed by upper, middle, and lower
management and communicated throughout the organization. Discusses the
"how to" of developing a quality service mission statement
and presents the strategy for using it to improve a firm′s market
position. Provides examples of a successful mission statement and
analyses their formats.