Klaus Lund, Claus Thomsen
Abstract
Describes symptoms of a TQM process not working. From eight years experience working with TQM in the service industries, an 11‐point plan has been devised for sustaining the TQM process after the first 12 months
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Describes symptoms of a TQM process not working. From eight years experience working with TQM in the service industries, an 11‐point plan has been devised for sustaining the TQM process after the first 12 months
Key concepts: Total quality management, Business, Operations management, Process management, Process (computing), Plan (archaeology), Service (business), Quality (philosophy)