The development of a strategy placing the customer at the centre of its business has led to one of the first National Health Service Demonstration Total Quality Management Projects. Its main initial aim is to gain full commitment of top managers. The need for a quality partnership between purchaser and provider is outlined.
Smith, J. (1991), "Total Quality Development in Mid Staffordshire", International Journal of Health Care Quality Assurance, Vol. 4 No. 4. https://doi.org/10.1108/09526869110139811
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