Discusses the development of instruments which can serve as both a stimulating device and a guideline to enhance quality management activities in service organizations. Acknowledges the need for a systematic approach to quality management and that to achieve improved customer satisfaction necessitates the involvement and leadership of top management. Gives examples of instruments which can be used to provide a framework for TQM.
Timmers, J. and van der Wiele, T. (1991), "Planning for quality leadership", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028823
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