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Keeping tabs

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 February 1992

Abstract

Describes a well‐tested, simple visual aid for determining where a company stands in its TQM implementation process. Provides an example of the “process‐matrix”, discussing the basic elements for quality in terms of commitment, organization, training, system mapping, projects, quality assurance certification, customers and writing work instructions.

Keywords

Citation

de Kievit, D. and Finlow‐Bates, T. (1992), "Keeping tabs", Managing Service Quality: An International Journal, Vol. 2 No. 2, pp. 91-94. https://doi.org/10.1108/09604529210029119

Publisher

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MCB UP Ltd

Copyright © 1992, MCB UP Limited