Delivery of the cherished transfer process: How to meet customers service needs

Esain, Ann Elizabeth, Armitage, Sue and Griffiths, David 2001. Delivery of the cherished transfer process: How to meet customers service needs. Presented at: 10th International Annual IPSERA Conference 2001, Jönköping, Sweden, 9-11 April 2001. Proceedings of 10th International Annual IPSERA Conference 2001, Jönköping, Sweden, 9-11 April 2001. IPSERA, pp. 339-347.

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Abstract

This paper aims to review the effectiveness of the ‘Cherished Transfer’ process from a customer perspective. The process under discussion is the allocation of a personalised registration plate (sometimes known as a mark) to a vehicle for a fee. The view was that the service provided, in terms of time, was not perceived as good value for the money. This paper will focus on this issue in relation to customer service. It will seek to ascertain whether ‘Lean’ methods (Womack and Jones, 1996) devised for manufacturing, can be applied successfully to a process in a public sector body.

Item Type:	Conference or Workshop Item (Paper)
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Subjects:	H Social Sciences > H Social Sciences (General)
Publisher:	IPSERA
Last Modified:	19 Mar 2016 23:12
URI:	https://orca.cardiff.ac.uk/id/eprint/42443

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