Wolsey Hall was one of the first open learning providers to obtain BS 5750. In developing this, the college considered developing a TQM approach but felt that it needed a more procedural base to work from. Discusses the approach taken and follows this through to implementation. This included the modification of the company culture to suit the new conditions via a quality focused training programme. Uses the Wolsey Hall experience to illustrate a general description of issues that medium sized service companies need to consider when developing a quality management system.
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