Customer service in an Australian quality award winning publ

The South East Queensland Electricity Board (SEQEB) is Australia's leading public utility, and an Australian Quality Award winner in the large organization category in 1991. In April 1988, SEQEB officially adopted total quality management (TQM) as a common basis for incorporating contemporary management strategy into organization-wide customer service. SEQEB's mission statement is based on 5 quality management principles: 1. respect for people, 2. management by fact, 3. customer satisfaction, 4. teamwork, and 5. improvement through PDCA. Some key strategies for customer services are setting performance targets, conducting customer surveys, conducting staff surveys, benchmarking, sustaining customer satisfaction, and providing customer advice. These strategies are essential for establishing customer service quality in the public sector.