TQM - does it always work? Some reasons for disappointment

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.