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Research papers

The effect of TQM on research- and vice versa

Royal Mail, the letters' collection, distribution and delivery business in the UK, with 175 employees, one of the country's largest employers, embarked on Total Quality Management in 1988. This paper examines, in outline, the surveys in place to...

Catalogue: ESOMAR Congress 1993: The Many Faces of Quality Now And In Future
Author: Diana Brown
September 1, 1993
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Citation

Brown, D. (1993a, September 01). The effect of TQM on research- and vice versa. ANA - ESOMAR. Retrieved May 13, 2024, from


https://ana.esomar.org/documents/the-effect-of-tqm-on-research--and-vice-versa


Research papers

Performance monitors to aid business decision making

This paper explores how Royal Mail International successfully used a performance monitor to more effectively focus on customer needs in an increasingly competitive market. The main objective of the research was the accurate measurement of customer...

Catalogue: Seminar 1992: Business To Business Marketing
Authors: Diana Brown, Tom Perrott
June 15, 1992
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Citation

Brown and Perrott (1992a, June 15). Performance monitors to aid business decision making. ANA - ESOMAR. Retrieved May 13, 2024, from


https://ana.esomar.org/documents/performance-monitors-to-aid-business-decision-making