Abstract
The Malcolm Baldrige National Quality Award is given annually in the USA to companies which meet excellent standards of quality. One of the “Core Values and Concepts” of the Baldrige format is customer‐driven quality. This is an important concept in service quality and, thus, goes on to describe the quality programmes of the two current winners of the award – Ames Rubber Corporation and Lastman Chemical Company – both of which are customer focused.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Managing Service Quality: An International Journal
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
