Oliver Cromwell and the total quality challenge
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1997
Abstract
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
Keywords
Citation
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
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited