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Total Quality Customers : A Conversation

Jon Choppin (An independent Total Quality Consultant, who has worked with a wide variety of organizations in all sectors of industry and the public service. He is author of Quality through People and many other workbooks and articles. He has chaired the British Quality Foundation working party on the Principles of TQM, and is also a member of the IEE professional group advising the Institute on TQM. He can be contacted on 0787 461227, or Freepost, Sible Hedingham, Essex CO9 3BR.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1994

838

Abstract

Provides definitions of total quality and suggestions on how it can be implemented, considering how all customers (both internal and external) and members of the organization will be affected. By means of an amusing dialogue concludes that TQM ought to be managed through employees.

Keywords

Citation

Choppin, J. (1994), "Total Quality Customers : A Conversation", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 6-8. https://doi.org/10.1108/09604529410068439

Publisher

:

MCB UP Ltd

Copyright © 1994, MCB UP Limited

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