Reversing the role

Abstract

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.

Citation

Robinson, S. (1991), "Reversing the role", The TQM Magazine, Vol. 3 No. 5. https://doi.org/10.1108/09544789110032359