Suggests that the basic faith‐driven religion of TQM is not enough, but what is necessary is the back‐up of understanding gained from the TQM equivalent of the theory of evolution. Discusses the shortcomings of three commonly used approaches to setting up and distributing internal services and posits solutions to the problems.
Finlow‐Bates, T. (1992), "Hidden services", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 283-287. https://doi.org/10.1108/09604529210029524
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