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Putting People First – Making the Most of Human Resources

John Macdonald (Recognized as a pioneer in bringing the quality revolution to the UK. He spent the majority of his business life in the computer industry. When he became the director of quality management for Honeywell, he became one of the first in that position in the UK. In 1983 he established Crosby Associates Ltd for Philip Crosby, and since 1988 has been very much involved in writing and developing his own concepts. This article has been excerpted from John Macdonald ’s book But Are We Different...Quality for the Service Sector, John Macdonald Associates Ltd, 16 Woodcote Avenue, Wallington, Surrey SM6 0QY. Tel/Fax: 081 647 0160.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1994

793

Abstract

Examines the process of implementing a TQM programme and its management. Suggests that although managers recognize a need for change they do not appreciate the amount of change needed in their own behaviour and actions. Proposes that future management philosophy should be based on the bonding between management and workers. Goes on to investigate the importance of this, concluding that management should recognize that their workers are their major and most important resource.

Keywords

Citation

Macdonald, J. (1994), "Putting People First – Making the Most of Human Resources", Managing Service Quality: An International Journal, Vol. 4 No. 3, pp. 10-13. https://doi.org/10.1108/09604529410057710

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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