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.
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
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