TY  - JOUR
AB  - Discusses the implementation of cost for quality programmes in non‐manufacturing functions, suggesting their necessity in enabling management to accept the true cost of not getting it right first time. Outlines methods of analyzing work, highlighting prevention, appraisal, internal failure, external failure, exceeding requirements and lost opportunities. Reviews the “no blame” philosophy, and provides examples of internal departmental failures. Explores the process of re‐education. Suggests that no matter how successful a company is, the key to success is to look for a better way of doing business.
VL  - 2
IS  - 4
SN  - 0960-4529
DO  - 10.1108/09604529210029425
UR  - https://doi.org/10.1108/09604529210029425
AU  - Collins Phillipa
PY  - 1992
Y1  - 1992/01/01
TI  - Proving the need
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 231
EP  - 233
Y2  - 2024/05/08
ER  -