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TQM ‐ does it always work? Some reasons for disappointment

John Macdonald (John Macdonald is recognized as a pioneer in bringing the quality revolution to Britain. In 1983 he established Crosby Associated UK Ltd for Philip Crosby, the American quality guru. In 1988 he left Crosby Associates to write books ‐ including the acclaimed books Global Quality ‐ The New Management Culture and But We Are Different ‐ Quality in the Service Sector ‐ and to develop his own concepts. He now advises a number of consultants and corporations worldwide)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1996

973

Abstract

States that many companies have been disappointed with the results of their drive for quality improvement. Outlines ten principal reasons for disappointment, all of which can be circumvented. Submits that the key to lasting success is in the effectiveness of the original assessment and the comprehensiveness of the plan to manage the change.

Keywords

Citation

Macdonald, J. (1996), "TQM ‐ does it always work? Some reasons for disappointment", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 5-9. https://doi.org/10.1108/09604529610127044

Publisher

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MCB UP Ltd

Copyright © 1996, MCB UP Limited

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