Provides case studies which illustrate constructive and imaginative uses of the “pain” of change, as felt through the implementation of continuous improvement through TQM. Outlines specific cases within an electronics corporation, a components supplier, at corporate management level, and on an assembly plant in an oriental low‐cost assembly country.
Duffin, M. (1992), "Pain and change", Managing Service Quality: An International Journal, Vol. 2 No. 4, pp. 227-229. https://doi.org/10.1108/09604529210029416
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