Examines various approaches to implementing TQM in the service industry, specifically within the Avon Training and Enterprise Council. Explains how management commitment to TQM can be achieved and maintained in service organizations. Details the key differences and similarities between service and manufacturing organizations. Outlines different methods of measuring TQM progress in the organization.
Marsh, J. (1992), "Different approaches", Managing Service Quality: An International Journal, Vol. 2 No. 1, pp. 49-54. https://doi.org/10.1108/09604529210029047Download as .RIS
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