Quality – why do organisations still continue to get it wrong?

Abstract

This paper explores, using five case histories, the reasons why organisations and their management remain immune to the need to improve the quality of their product and service offerings. It is argued that the main reasons why a less than positive attitude to quality exists include: management are not familiar with the fundamentals of quality management; the cash rich nature of the business operation nullifies the need to make improvements; there are no strong external change agents for improvement; and competition is weak or non‐existent. The paper explores some potential countermeasures to this type of situation.

Citation

Dale, B.G., van der Wiele, A. and Williams, A.R.T. (2001), "Quality – why do organisations still continue to get it wrong?", Managing Service Quality: An International Journal, Vol. 11 No. 4, pp. 241-248. https://doi.org/10.1108/09604520110397959