Describes how a Bristol‐based health authority has established its own TQM approach for continuous improvement of patient care and customer service. Presents the components of their TQM strategy ‐ ′Towards Total Quality′, together with the key opportunities and obstacles inherent in implementing TQM.
Koch, H., Lloyd, A. and Dawson, B. (1991), "Quality health care", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 343-346. https://doi.org/10.1108/09604529110028904
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