What Makes Quality Work
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 1994
Abstract
A study of six companies, chosen because of their success in implementing quality, was carried out in order to continue the theme of the quality movement: learning from others. Considers the processes each company went through, looking at the difficulties encountered and the subsequent solutions. Identifies four key factors which contribute to success: forthright, listening leadership; provoking, but not imposing change; integrating quality into the business and learning by doing. Concludes with key points for success in quality.
Keywords
Citation
Binney, G. and Charlton, K. (1994), "What Makes Quality Work", Managing Service Quality: An International Journal, Vol. 4 No. 1, pp. 43-46. https://doi.org/10.1108/09604529410796062
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited