States that many companies have been disappointed with the results of their drive for quality improvement. Outlines ten principal reasons for disappointment, all of which can be circumvented. Submits that the key to lasting success is in the effectiveness of the original assessment and the comprehensiveness of the plan to manage the change.
Macdonald, J. (1996), "TQM ‐ does it always work? Some reasons for disappointment", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 5-9. https://doi.org/10.1108/09604529610127044Download as .RIS
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