Negotiating quality the case of TQM in Royal Mail
Sarah Jenkins
(Cardiff Business School, University of Wales, Cardiff CF1 3EU, Wales, UK.)
Mike Noon
(Cardiff Business School, University of Wales, Cardiff CF1 3EU, Wales, UK.)
Miguel Martinez Lucio
(Cardiff Business School, University of Wales, Cardiff CF1 3EU, Wales, UK.)
1844
Abstract
Examines how a TQM programme has been implemented within the context of Royal Mail. Demonstrates that within the organization TQM has been “negotiated” around four main factors: the complexities of utilizing the discourse of the customer; the organization′s market dominance in the collection and delivery of door‐to‐door mail; its industrial relations; and the formal and central adoption of TQM within a public sector context.
Keywords
Citation
Jenkins, S., Noon, M. and Martinez Lucio, M. (1995), "Negotiating quality the case of TQM in Royal Mail", Employee Relations, Vol. 17 No. 3, pp. 87-98. https://doi.org/10.1108/01425459510086929
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited