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| Author: | Tang, S. Maule, P. |
| Title: | Achieving a total customer service culture: the Mass Transit Railway Corporation experience |
| Journal: | Asia Pacific Journal of Quality Management
1995 : VOL. 4:4, p. 46-50 |
| Index terms: | CORPORATE CULTURE ORGANIZATIONAL CHANGE QUALITY |
| Language: | eng |
| Abstract: | This article presents a case study of the Mass Transit Railway Corporation (MTRC) of Hong Kong and its programme of customer service quality improvement. The authors define the core values used to shape the corporate culture and behavior. They discuss the formulation and implementation of the quality management system and the training, standard setting, reward system and communications required to make the programme successful. The top management of MTRC has recognized that companies which are truly excellent usually have a set of fundamental values which are fully understood and endorsed by employees at all levels. |
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