Organization transformation: the Meralco experience
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1998
Abstract
Looks at Meralco (the Manila Electric Company) which has embarked on a comprehensive transformation programme based on TQM and re‐engineering. Notes that this process was required to keep pace with worldwide changes in the utility/power industry in terms of factors such as deregulation, privatization and competition. The programme began in the early 1990s, is still ongoing and thus offers insights into numerous facets such as kaizen and employee involvement.
Keywords
Citation
de la Llana, L.C. (1998), "Organization transformation: the Meralco experience", Managing Service Quality: An International Journal, Vol. 8 No. 1, pp. 24-33. https://doi.org/10.1108/09604529810199368
Publisher
:MCB UP Ltd
Copyright © 1998, MCB UP Limited