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The quality mirror: reflecting on improvement

Marion M. Steeples (Adviser on quality and management with over 15 years’ experience improving service and manufacturing quality for corporations, universities, and government groups. She is Principal of Resources for Quality, a research and consulting firm in Denver, Colorado, USA. Author of The Corporate Guide to the Malcolm Baldrige National Quality Award, she holds a PhD in Quality and Productivity. She has served on the Baldrige Board of Examiners for five years and is a member of the editorial advisory panel of this journal.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 April 1995

1653

Abstract

Discusses firms’ inability to achieve quality via numerous processes, owing to a lack of practical advice. Outlines areas in which results are important; states that the system must be diagnostic. Recommends quality self‐assessment to help firms to implement quality processes. Describes the processes and results achieved by various companies. Concludes that, if used properly, self‐assessment is an invaluable tool which fulfils TQM’s critical requirements.

Keywords

Citation

Steeples, M.M. (1995), "The quality mirror: reflecting on improvement", Managing Service Quality: An International Journal, Vol. 5 No. 2, pp. 38-43. https://doi.org/10.1108/09604529510083567

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited

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