Auditing excellence in call centres: access is a corporate responsibility

Staples, W, Dalrymple, J and Phipps, K 2003, 'Auditing excellence in call centres: access is a corporate responsibility', Managerial Auditing Journal, vol. 18, no. 1, pp. 68-75.


Document type: Journal Article
Collection: Journal Articles

Title Auditing excellence in call centres: access is a corporate responsibility
Author(s) Staples, W
Dalrymple, J
Phipps, K
Year 2003
Journal name Managerial Auditing Journal
Volume number 18
Issue number 1
Start page 68
End page 75
Total pages 7
Publisher Emerald Group Publishing
Abstract This paper examines how the Australian Quality Council and the European Foundation for Quality Management address issues of access and corporate responsibility through their respective devices, namely the Australian Business Excellence Framework and the EFQM Excellence Model. It then examines the impact of the UK and Australian Disability Discrimination Legislation in light of UK and Australian studies on the provision of services for the hearing impaired by call centres.
Subject Quality Management
DOI - identifier 10.1108/02686900310454309
Copyright notice ©MCB UP Ltd
ISSN 0268-6902
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Created: Mon, 11 Jan 2010, 09:45:29 EST by Catalyst Administrator
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