Evolution of quality management: British Benefit Enquiry Line
International Journal of Public Sector Management
ISSN: 0951-3558
Article publication date: 1 November 2000
Abstract
Crosby suggested that “quality is free”. The purpose of this paper is to discuss the argument that, although it is not free, it can reduce costs. The UK’s Benefit Enquiry Line (BEL) for people with disabilities is used to illustrate this. The evolution of quality management systems implemented by BEL is examined. These include Charter Mark, Service First, Investors in People, the Business Excellence Framework and the EFQM Excellence Model. A comparative analysis is undertaken between the findings of the authors and those of other academic writers. Conclusions are drawn as to the appropriateness of these quality initiatives in facilitating continuous improvement at minimal cost.
Keywords
Citation
Train, L. and Williams, C. (2000), "Evolution of quality management: British Benefit Enquiry Line", International Journal of Public Sector Management, Vol. 13 No. 6, pp. 526-539. https://doi.org/10.1108/09513550010356737
Publisher
:MCB UP Ltd
Copyright © 2000, MCB UP Limited