Investing in change
Article publication date: 1 May 1991
Outlines how Girobank adopted TQM management techniques for the financial services sector. Illustrates the way Girobank gained commitment to the project from management and employees in Girobank′s operations directorate through workshop training sessions. Diagrams shows how quality projects can translate into direct financial benefits and improvements in customer satisfaction ratings. Lists the achievements of the project during the past three‐and‐a‐half years and concludes with a summary of the benefits of embracing TQM at Girobank.
Memmott, D. (1991), "Investing in change", The TQM Magazine, Vol. 3 No. 5. https://doi.org/10.1108/09544789110032322
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