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Data, the key to total quality

Jon Choppin (Independent Total Quality Consultant, who has worked with a wide variety of organizations in all sectors of industry and the public service. He is author of “Quality through People” and many other workbooks and articles. He has chaired the British Quality Foundation’s working party on the Principles of TQM, and is also a member of the IEE Professional Group advising the Institute of TQM. He can be contacted on 01787 461227, or Freepost, Sible Hedingham, Essex C09 3BR.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1995

671

Abstract

Continues the discussion of total quality through the imaginary dialogue between the chief executive of Muddle Manufacturing Ltd and a well‐known protagonist of common sense, TQM. Centres on seven questions about the effective use of data. By responding to TQM’s questions the chief executive finds himself developing a better understanding of data handling.

Keywords

Citation

Choppin, J. (1995), "Data, the key to total quality", Managing Service Quality: An International Journal, Vol. 5 No. 5, pp. 12-15. https://doi.org/10.1108/09604529510100431

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited

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