Describes how the Co‐operative Bank introduced a Total Quality programme, its achievements, the lessons learnt and the problems encountered.
Smith, C., Fargus, P. and Smith, S. (1992), "Banking on co‐operation", Managing Service Quality: An International Journal, Vol. 2 No. 5, pp. 293-298. https://doi.org/10.1108/09604529210029542
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