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TQM – Lessons to Be Learned from Failure

John McManus (Professional engineer currently working in the transport industry whose research interests are in TQM and business re‐engineering. Previously published work includes “Resisting Change” and “Managing Service Quality: Lessons in Quality”. His forthcoming An Implementation Guide on How to Re‐energize Your Business is being published by Stanley Thornes in January 1995.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 December 1994

867

Abstract

Describes a survey of staff attitudes to TQM undertaken within the IT department of a well‐known UK company. Discusses the findings and concludes that other companies can learn from the company’s unsuccessful implementation.

Keywords

Citation

McManus, J. (1994), "TQM – Lessons to Be Learned from Failure", Managing Service Quality: An International Journal, Vol. 4 No. 6, pp. 8-9. https://doi.org/10.1108/09604529410074090

Publisher

:

MCB UP Ltd

Copyright © 1994, MCB UP Limited

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