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Text File  |  1999-02-05  |  431b  |  15 lines
  1.     
  2.     Inquiry lines are appalling, say rail users
  3.  
  4. 1    How can a company motivate its workforce to achieve higher quality?
  5.  
  6. 2    a) Why is quality control important in customer service?
  7.  
  8.     b) What steps could British Rail take to improve its telephone 
  9.     enquiry services?
  10.  
  11.     c) How might information technology help British Rail to improve?
  12.  
  13.     d) How could British Rail later judge whether these measures had 
  14.     been successful?
  15.