Author： Potter David
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.5, Iss.5, 1995-05, pp. : 16-19
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Abstract
Investigates how Standard Life Assurance Co. Ltd learned to deal with customer care. Describes a mission introduced in 1992 which identified the company's new determination to provide a quality of service that would fully meet the needs of the customers. A set of values and strategies were introduced to define a new sense of corporate direction, and lessons were learned from US companies. Ends by summarizing what has been learned over the past three years.
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