TY  - JOUR
AB  - Describes the ways in which Federal Express, the first US service company to win the prestigious Malcolm Baldrige Award, implements total quality management. Considers operations within the company, customer and employee satisfaction and the daily challenges. Reveals how leadership, quality and participation have made Federal Express a world‐class quality company.
VL  - 1
IS  - 2
SN  - 0960-4529
DO  - 10.1108/EUM0000000003128
UR  - https://doi.org/10.1108/EUM0000000003128
AU  - Barksdale James
PY  - 1991
Y1  - 1991/01/01
TI  - Preparing people to lead
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
SP  - 87
EP  - 90
Y2  - 2024/09/22
ER  -