Understanding the perception

Abstract

The article examines the difficulty of defining “quality” and promotes the use of plain English to break down barriers and dispell illusions among management and staff. Highlights the experience of AT&T Istel in educating and motivating senior managers and creating an open, supportive atmosphere. Illustrates two techniques for focusing on delivering quality both internally and to external customers.

Citation

Hutt, G. (1991), "Understanding the perception", The TQM Magazine, Vol. 3 No. 3. https://doi.org/10.1108/09544789110032106