Oliver Cromwell and the total quality challenge

Jon Choppin (Jon Choppin is an Independent Consultant.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 August 1997


Presents another fictitious conversation by the author’s two heroes ‐ corporate MD Melvyn Dunrong and his quality consultant Thomas Quentin Makepeace ‐ to illustrate various points about TQM. In this discussion, the example of an old steam railway locomotive is the catalyst to generating an understanding of how companies must be flexible and adapt to changing environments ‐ and especially customers’ changing expectations of product and service quality



Choppin, J. (1997), "Oliver Cromwell and the total quality challenge", Managing Service Quality: An International Journal, Vol. 7 No. 4, pp. 204-206. https://doi.org/10.1108/09604529710173033

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Copyright © 1997, MCB UP Limited

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