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Quality is bringing back a key service element ‐ ownership

Jon Choppin (Jon Choppin is an independent Consultant, and has worked for over a decade with a wide variety of organizations in all sectors of Industry and the Public Service. He is author of Quality through People, Total Quality ‐ The Great Trek, and many other workbooks and articles. He chaired the British Quality Foundation’s working party on the “Principles of TQM”, and is Chairman of the BQF TQ Professionals Group. He can be contacted on 01787 461227, or Freepost, Sible Hedingham, Essex CO9 3BR, UK)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 June 1996

370

Abstract

Recent history has broken down traditional working relationships, robbing individuals of the ownership of their work. Charts how total quality management is reinstating this sense of ownership, linking the concepts of teamwork, empowerment and subsidiarity, and providing a secure future for all concerned.

Keywords

Citation

Choppin, J. (1996), "Quality is bringing back a key service element ‐ ownership", Managing Service Quality: An International Journal, Vol. 6 No. 3, pp. 10-12. https://doi.org/10.1108/09604529610115803

Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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