Discusses part one of a two‐part series, concerning a research project in British Telecom aimed at the problem of how to get “Quality” into the culture of the business, and which focused on training managers in leadership behaviours, identified and perceived as important by the managers themselves. Describes the implementation of the project and then identifies behaviours. Outlines the results and suggests a number of steps which will need to occur for quality to be engrained into a company culture.
Wash, M. (1991), "Quality through leadership", Managing Service Quality: An International Journal, Vol. 1 No. 2, pp. 83-86. https://doi.org/10.1108/EUM0000000003127Download as .RIS
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