Discusses the quiet revolution that some call TQM, some call continuous improvement and some call the constantly evolving state of business as usual. Claims that people want to feel a pride in their organization, and their contribution to it. They delight in finding common‐sense solutions to problems, they relish good customer relationships, they enjoy work and get great satisfaction from it. They know that success for their organization means greater job security and continued opportunity to develop. Emphasizes that it requires imagination and leadership from senior managers to inspire their managers to seek the hero inside each of their employees.
Choppin, J. (1997), "The quiet revolution", Managing Service Quality: An International Journal, Vol. 7 No. 3, pp. 122-123. https://doi.org/10.1108/09604529710166879Download as .RIS
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