Describes how a large transport operator, BRS, is facing the challenge of moving from BS5750 to total quality, joining forces with two of its sister companies to create one national organization and thereby improve internal and external communication. Consists of an interview with the company′s director of quality assurance, outlining BRS′s launch into BS5750, the advantages and disadvantages it faced, and how it will take the next step.
Greenwood, M. (1992), "Articulating quality", Managing Service Quality: An International Journal, Vol. 2 No. 1, pp. 37-38. https://doi.org/10.1108/09604529210029010Download as .RIS
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