Quality versus cost – lessons for the late 1990s

Abstract

Examines the success factors of the highest performing companies. Finds that these companies learn to delight their customers constantly; empower their own employees; and recognize the need to redesign the way work is done. Crucially they do all these things at the same time rather than falling into the trade‐off trap. The only way to achieve this is through strategic management and leadership.

Citation

Evans, R.J. (1995), "Quality versus cost – lessons for the late 1990s", Managing Service Quality: An International Journal, Vol. 5 No. 1, pp. 6-10. https://doi.org/10.1108/09604529510081758