TY  - JOUR
AB  - 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.
VL  - 3
IS  - 3
SN  - 0954-478X
DO  - 10.1108/09544789110032106
UR  - https://doi.org/10.1108/09544789110032106
AU  - Hutt Geoff
PY  - 1991
Y1  - 1991/01/01
TI  - Understanding the perception
T2  - The TQM Magazine
PB  - MCB UP Ltd
Y2  - 2024/04/24
ER  -