Total quality management (TQM) was adopted in Australia in the 1980s. One of the few service, as distinct from manufacturing, organizations to take it up, Price Waterhouse, encountered a number of problems. These were particularly to do with the difficulty of measuring results and outcomes. A group in the USA, applying TQM to service industries, developed a hybrid called total quality service (TQS). One of the leading proponents of TQS is Karl Albrecht. Explains Albrecht’s propositions and compares and contrasts TQM and TQS.
McDonnell, J. (1994), "The Route to Total Quality Management – Part Two", Managing Service Quality: An International Journal, Vol. 4 No. 4, pp. 45-50. https://doi.org/10.1108/09604529410796251Download as .RIS
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