Author: Macdonald John
Publisher: Emerald Group Publishing Ltd
ISSN: 0960-4529
Source: Managing Service Quality, Vol.6, Iss.5, 1996-05, pp. : 5-9
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Abstract
States that many companies have been disappointed with the results of their drive for quality improvement. Outlines ten principal reasons for disappointment, all of which can be circumvented. Submits that the key to lasting success is in the effectiveness of the original assessment and the comprehensiveness of the plan to manage the change.
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