Using Quality to Drive Service Improvement


Dovercourt Recreation Association
Mike Tait

Using a quality management system can drive business and social results. Dovercourt Recreation Association has imported Quest, the quality standard for recreation centres in the United Kingdom, to improve organizational culture and instill an ethic of continuous improvement. Dovercourt's marketing and programming decisions are now informed by mystery visitors/shoppers, dashboards, customer service standards, quality audits, KPIs and more.

A presentation from the 2015 Parks and Recreation Ontario Educational Forum and Trade Show

PDF icon Using Quality to Drive Service Improvement

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