Describes how the West Midlands Employment Service has developed a strategy for total quality. Follows the stages an office goes through on their Quality Path using a gardening analogy to describe the process. Acknowledges that TQ initiatives need to continue from the top down, the bottom up and through the middle with every level involved until they become part of business as usual.
Beedon, J. and Raff, M. (1991), "Unemployed people as customers", Managing Service Quality: An International Journal, Vol. 1 No. 6, pp. 325-328. https://doi.org/10.1108/EUM0000000003147
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