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Reversing the role

The TQM Magazine

ISSN: 0954-478X

Article publication date: 1 May 1991


Charts the adoption of an internal TQM programme by Aspen Business Communications plc, a UK employee communications agency. Outlines the initial task of identifying the problems and persuading staff that TQM was the answer to improving a perceived lack of quality in the company′s services. Studies the results of a series of internal surveys on staff attitudes and appreciation of problems within the company that affect customer service. Concludes with an assessment of a pilot TQM project and the first steps in rolling out a larger company‐wide project.



Robinson, S. (1991), "Reversing the role", The TQM Magazine, Vol. 3 No. 5.




Copyright © 1991, MCB UP Limited