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Stuck On Quality

Empowering staff

Stuck On Quality

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Vintage Video Arts

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In this humorous drama, a company’s major customer arrives for a show-down meeting to announce that she will be taking her business away from the company. During the meeting she points out how empowering staff to use their own discretion when making decisions enables them to provide better all-round customer satisfaction.

Measuring performance from the customer’s perspective helps reveal where quality has suffered and prevent the same mistakes happening again. The programme shows that the objectives should always be to replace the chain of command with a ‘chain of confidence’.

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We will use your details to provide you with your free trial and to send you further information about our products and services, in accordance with our Privacy Notice.

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Mark Helen Baxendale
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