Claims that management’s failure to recognize the importance of attitudes and to foster a change is one of the primary reasons for the failure of the quality transformation process. States that successful TQM implementation is dependent on the existence of a total quality culture among all personnel. Reports research which indicates that, although some positive elements do exist, for example, a common accepted vision, accepted responsibilities, customer‐focus and group cohesiveness, much still needs to be done to pave the way for a total quality culture.
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