A description of the methods to institute a Total Quality Programme by establishing a management process to recognise the needs of customers/ patients. Also the shaping or re‐shaping of the provision of services which would be more convenient and attractive for customer/patients is considered.
Kelly, P.J. and Swift, R.S. (1991), "Total Quality Management ‐ ″Getting Started″", International Journal of Health Care Quality Assurance, Vol. 4 No. 5. https://doi.org/10.1108/EUM0000000002029
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