Examines, in the form of a second amusing discussion, ways in which total quality can be implemented in a company. Looks at the role of managers and how their roles would be affected by the introduction of total quality. Concludes that education could be the key to helping managers to change.
Choppin, J. (1994), "Total Quality and Management: A Second Conversation", Managing Service Quality: An International Journal, Vol. 4 No. 4, pp. 6-8. https://doi.org/10.1108/09604529410065180Download as .RIS
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