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The quiet revolution

Jon Choppin (Independent Consultant who has worked for over a decade with a wide variety of organizations in all sectors of Industry and the public service. His definitive work Total Quality through People will be published in 1997. He is also 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 1997

387

Abstract

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.

Keywords

Citation

Choppin, J. (1997), "The quiet revolution", Managing Service Quality: An International Journal, Vol. 7 No. 3, pp. 122-123. https://doi.org/10.1108/09604529710166879

Publisher

:

MCB UP Ltd

Copyright © 1997, MCB UP Limited

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