Understanding TQM in service systems
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 1 December 1995
Abstract
Attempts to explain the dimensions of total quality management (TQM) in service systems. There are varied perspectives in conceptualizating, articulating and implementing TQM in a very large number of differentiated service organizations. Aims to synthesize these perspectives and present an example of TQM implementation in a banking system. Proposes a conceptual model for measuring the effectiveness of TQM in service systems.
Keywords
Citation
Lakhe, R.R. and Mohanty, R.P. (1995), "Understanding TQM in service systems", International Journal of Quality & Reliability Management, Vol. 12 No. 9, pp. 139-153. https://doi.org/10.1108/02656719510101240
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited