Beyond the Yellow Brick Road: The Continuing Search for Quality at D2D
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 June 1994
Abstract
Investigates the process of installing quality improvement at Design to Distribution Ltd (D2D), a subsidiary of the ICL group. Maintains that this was achieved by means of a major culture change – by educating its workforce. Goes on to explain how this was implemented by the use of the European Foundation for Quality Management (EFQM) model. Concludes that “change is a friend, not an enemy” and that it should be welcomed.
Keywords
Citation
Johns, N. and Wildblood, S. (1994), "Beyond the Yellow Brick Road: The Continuing Search for Quality at D2D", Managing Service Quality: An International Journal, Vol. 4 No. 3, pp. 30-35. https://doi.org/10.1108/09604529410057756
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited