TY  - JOUR
AB  - Reports on the introduction of a quality culture to Mercury Communications in order to help the company control and direct its growth. Examines the reasons why the quality Customer services programme which was implemented did not succeed as well as expected. Observes how the quality culture was later successfully implemented and at subsequent developments made by the company, including process quality teams, quality action teams and quality improvement teams.
VL  - 4
IS  - 3
SN  - 0954-478X
DO  - 10.1108/09544789210034392
UR  - https://doi.org/10.1108/09544789210034392
AU  - Williams Melanie
PY  - 1992
Y1  - 1992/01/01
TI  - Creating the right balance
T2  - The TQM Magazine
PB  - MCB UP Ltd
Y2  - 2024/04/18
ER  -