Traces the development of a quality impetus in the Training and Employment Authority in Ireland. Considers how the focus on quality in a state‐sponsored organisation survived during a period of major change. Discusses the origins of the quality imperative and its implementation. Examines the constraints on the quality focus, and the quality initiatives. Asserts that the challenge was to integrate and rationalise these schemes. Contends that the adoption of quality as a core value of organisational culture is crucial to quality improvement. Concludes that experience indicates the need to develop one′s own system, particularly for an organisation operating in the non‐profit public sector.
Whyte, C. and Lyons, M. (1991), "Lessons to be learnt", Managing Service Quality: An International Journal, Vol. 1 No. 2, pp. 91-95. https://doi.org/10.1108/EUM0000000003129
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