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Journal cover: Work Study

Work Study

ISSN: 0043-8022
Currently published as: International Journal of Productivity and Performance Management

Online from: 1952

Subject Area: Performance Management and Measurement

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TQM in the service sector


Document Information:
Title:TQM in the service sector
Author(s):R.P. Mohanty, (R.P. Mohanty is General Manager, Human Resources Division, The Associated Cement Cos Ltd, Bombay, India), A.K. Behera, (A.K. Behera is Managing Director, Orissa Small Industries Corporation Ltd, Orissa, India)
Citation:R.P. Mohanty, A.K. Behera, (1996) "TQM in the service sector", Work Study, Vol. 45 Iss: 3, pp.13 - 17
Keywords:Service industries, Service quality, TQM
Article type:Viewpoint
DOI:10.1108/00438029610115479 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:Underlines the dominance of the service sector in the future global economy and explains the characteristic features and elements of a service organization. Explains that with the growing maturity of society with respect to education, culture and standards of living, the user expectations and demands for improved quality of service are increasing. This is part of the pressure causing service organizations to explore total quality management (TQM) as a means of driving quality improvement into all their activities. Outlines a framework for implementing TQM within the service sector.



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